Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
Drive process improvement activity on the floor using process excellence methodology. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
Stay in touch with Process Owners and lead the service delivery for assigned F&A processes. Participate in periodic performance review calls/meetings with client.
Enact role of a Subject Matter Expert with the objective of providing the necessary domain understanding and most importantly effective management of client expectations.
Support transitions, stabilization, and standardization of assigned F&A processes
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Documented monthly performance review of Agents and Assistant Managers.
Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AM.
Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
Span of Control:
Any other essential function that may occur from time to time as directed by the Supervisor.
Primary Internal Interactions
AMs, for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Associates, for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
QCA for the purpose of feedback and audit.
Primary External Interactions
Client trainers, SMEs and Operations for the purpose of developing and updating training curriculum, provide feedback on training and discussing specific action plans.
Escalation teams at the client end for the purpose of seeking clarifications & answering queries.
Ideal candidate would currently be handling Internal Audit and SOX compliances.
Should have Working knowledge of Internal Audit, SOX processes and proven experience in setting up Audit teams/ Operations teams.
Competencies and Skills Requirement
A balance of technical, team management and leadership skills. Hands on Operations Manager.
Capability to conduct an appraisal discussion and assess different levels of performance and potential.
Good communication and presentation skills
Process Excellence Methodology.
Appreciation of the domain needs of the process and its key drivers.
Reasonable level of business perspective regarding the internal functioning of BPO/Company.
Good networking capability and Client facing skills.
Values & Behavior
Customer Service orientation.
Graduate in Accounting / Commerce with at least 15 years of education.
Qualified CA or CPA.
Work Experience Requirements
International exposure to F&A Outsourcing environment.
Experience in the Insurance and Financial Services sector.
8 -10 years of work experience out of which at least the last 2 years in a team management position with a leading BPO services provider
Knowledge of Process Migrations and Solutioning (Preferable)