AVP - Service Delivery - Banking - KPO

AVP-Service Delivery (Banking)

MNC KPO

Individual will be required to manage teams across all products including Letter of Credit, Collections, Open Account, Supply Chain Finance etc. He /She will be involved in managing the daily transactions which are received for processing as per Service Level Agreement and in accordance with Bank of America policy and applicable regulations.

- Ensure adherence to the SLA’s / Metrics – productivity, turn-around-time and accuracy

- Engage in improving processes through reengineering, system checks, process automation

- Interact with business partners and units on day to day functionalities

- Review daily key operational variables

- Develop back up and contingency plans

- Act as a change agent and provide implementation assistance as and when the need arises

- Provide subject matter expertise on processes

- Provide update on process performance

- Identify potential people issues amongst the team & resolve the same on a proactive basis

- Provide process problem resolution assistance to teams via calendarised one on one’s and coaching sessions

- Assess performance of team members and conduct performance appraisals

- Provide coaching and feedback to team members

- Hold regular team meetings with team members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution

- Assist new hires such that they are productive on the floor in the shortest possible time frame

- Assess training needs, provide training opportunities and train new hires and existing staff

- Cross train Team Members

- Appropriately use Rewards & Recognition to energize and motivate team members

- Handle all logistics related issues: roster management, shift rotations.

- Leave planning, Managing Compensatory Offs, Unscheduled Leave

- Initiating Disciplinary procedure in conjunction with HR and Reporting manager

- Graduate or MBA International Business/Finance

- Good Communication Skills (Verbal/Written)

- Minimum 12 years of experience

- CDCS Certification

- In-depth knowledge of letter of credit cycle and processes

- Knowledge of guidelines such as UCP, URR, ISBP, etc.

- Organized and able to multi-task in a fast-paced environment

- Excellent interpersonal skills; positive attitude; team player; flexible

- Willingness to learn and adapt to changes

- Ability to handle team (100-120 Associates) across three locations

- Willing to work in a 24/7 environment

- Financial Services/Ops experience

Global exposure is a must

Please mark subject line as 'AVP-Service Delivery (Banking)'