Process Description:

An Associate Manager would be responsible for managing a team of up to- 25 Quality Auditors who audit complex transactions processed by business in the brokerage domain. Effective and efficient management of available resources to achieve Key Performance Metrics like Volume Sampled, Utilization, Accuracy and etc. Employee Engagement is a core responsibility and meeting Coaching and Counselling requirements of the team would be an important component of this role.

An Associate Manager is also required to work with the business to improve the quality through regular communication using Reporting and Analytics.

Key Responsibilities:

Manage services delivery as per the set service level agreements.

Ensure all quality reports are accurately produced and published on time.

Drive accuracy improvement for processes managed.

Presents logical analysis/observations from the performance/operational reports.

Drive and consistently maintain rigor around operational discipline.

Builds and maintains an excellent business relationship with the Internal and external partners.

Effectively manage client priorities/escalations.

Build in-depth RCAs for operations group.

Conducts effective and regular 1-2-1 sessions with direct reports.

Work with each associate to develop and act upon a development plan to ensure that each individual has an opportunity to achieve their performance goals.

Promote teamwork and responsiveness of individuals in their areas of responsibility.

Conducting effective Performance Appraisal meeting.

Requirement:

Graduate from a recognized university.

Minimum 7 - 8 years of Operations Experience; Majority in relevant Domain.

Minimum 2 years of Team Leading experience and/or should have managed a team of at least 15

Exposure to Brokerage Domain will be an added advantage.

Willingness to work in night shifts.

Knowledge of Six-Sigma will be an added advantage.

Good communication skills both written and oral.

Strong analytical skills.

Strong performance management skills.

Strong project management skills are highly desirable.

Effective planning and execution.

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