DGM - Delivery Project Executive - Mortgage Banking/Collections

JOB DESCRIPTION

ROLE : Delivery Project Executive

DESIGNATION : Deputy Group Manager, Band 8

NO. OF POSITIONS : 2(Collections and Mortgage Banking)

LOCATION : Bangalore

YEARS OF EXPERIENCE : 11+ years- experience in contact center / outsourcing space

QUALIFICATIONS : Graduate

REPORTING TO : Group Manager

KEY RESPONSIBILITIES:

- Lead/ Manage all aspects of Operations with emphasis on continuous improvement in operating results and strengthening underlying processes

- Delivery of all customer metrics

- Ensuring continuous improvement in service delivery through process improvement initiatives

- Develop and sustain strong relationship with clients

- Implement robust processes to ensure high employee satisfaction & engagement and there by contain attrition

- Continuously drive and improve efficiency metrics like seat/manpower utilizations

- Continuously drive and customer and employee metrics

- Do a proper base-lining of performance

- Ensure integrity of data and reports and adherence to service level agreements

STRATEGIC INPUTS / SKILLS REQUIRED

- Should have operational rigor

- Should have client front ending & management capability

- Should be analytical and have a strong numbers orientation

- Should have leadership qualities and ability to manage large teams & manage processes (200 +)

- Stability should not have changed jobs frequently

- Good understanding of quality in a customer service context

- Strategic and tactical thinking skills

- Should have ability to communicate at all levels of organization & a team player