AVP - Operations - BFSI GCC

AVP Operations -Female Only- (5pm-3 AM)or(3 pm - 12 am)

Looking for diversity candidate only who is experienced in core operations (back office/Shop floor) in BFSI.

Currently should be working as AVP or AD in captive only. Sr managers need not apply

Location - Gurgaon

Timings - 5 pm - 3 AM (transport available), Hybrid mode

Service Delivery & Team Management:

- Track and report all process metrics (Operational & SLA) - strengthen reporting to drive process adherence, Reduce delivery variation through RCA (Root Cause Analysis) and Continuous improvement projects.

- Complete implementation of Operations volume and capacity forecasting model to ensure adequate capacity to manage demand & Initiate work to implement process maturity model.

- Learn and develop an in-depth understanding of the business.

- Maintain & strengthen process governance and partner communication.

- Develop and implement strategies to continually improve processes, quality, and the customer experience in a cost-effective manner, leveraging quality improvement tools and methodologies such as Lean and Six Sigma

- Remain compliant with all policies and regulation. Achieve "satisfactory" internal and external Audit rating.

- Strengthen sourcing by attracting and hiring a high performing and talented work force.

- Ensure employee retention of at least 80% by strengthening engagement and partnering with HR to develop and implement employee best practices.

- Drive minimum 5% job rotation and fill 70% supervisory/ leadership level vacancies internally.

- Build a strong succession pipeline in place.

Business partner engagement:

- Always maintain a strong positive client relationship and achieve/exceed satisfaction expectations.

- Ensure regular and timely updates with Partners and quick action on issues to the satisfaction of the partners.

- Stay in touch with the Business partners on a regular basis to review progress.

- Collaboration with multiple stakeholders across the line of business

- Integration and alignment with function's vision and strategy