Purpose of Role

As the company embarks on the next phase of growth and operations expansion, there is significant growth envisaged for the KPO business of the company. Significant part of the growth will be driven by and delivered from MOrtgage origination services which is one of the large service area today and incumbent is expected to be manage significant part of US mortgage services.The role will involve service delivery management, client management and continuous improvement for all the processes

Key Result Areas

1. Lead operations in area of US mortgage origination

- Lead operations delivering on client SLA, company's internal KPIs, resource management and client management

2. Contribute to service delivery strategy

- Work closely with the Head of KPO business in devising the service delivery strategy for the KPO business including skill & competency requirements, internal KPI design, design & implementation of improvement projects to improve productivity & efficiency and optimize cost of operations

3. Contribute to performance management and talent management

- Work closely with HR team and Head of KPO business to access the performance of the team, identify critical talent, career pathing and increase overall employee engagement

Key attributes of the incumbent

- Experienced operations manager with an impressive track record & knowledge across all the aspects of Service Delivery - SLA/KPI management, client management, productivity & efficiency improvement, resource management etc.

- Innovative thinker

- Interest and aptitude to change the status quo rather than only maintaining the status quo

- Leadership skills to be able to establish oneself as the strongest voice & respected leader within the organization including effective communication skills, persuasion skills etc.

- Ability to work under pressure

- Flexibile in terms of working time & role definitions/responsibilities and willing to go extra mile as needed to produce effected results as expected from this role

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