Senior Manager - Leadership Hiring at Teleperformance DIBS
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Intelenet - DGM - Mortgage Operations (12-16 yrs)
- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.
- Identifies causes for non-achievement of SLAs, develop solutions and execute the same.
- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations.
- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
- Develops strategic & tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices.
- Conducts dip checks of parameters that impact performance & data integrity.
QUALIFICATION (Education): Graduate from a recognized Institute or University in any discipline.
DESIRED YEARS OF EXPERIENCE: 11-13 years
DESIRED INDUSTRY EXPOSURE: Minimum 7+ years of work experience in BPO/Call Centre and 5+ Years in Mortgage Services, Should have managed span of 200+ FTEs
DESIRED ROLE EXPOSURE: - Ability to handle large operations.
- Demonstrated team/client handling skills in the past.
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