DGM/GM - Service Delivery Head - GBS - BFSI - BPO

JOB DESCRIPTION

Job Title: Service Delivery Head - GBS

Level/Grade: Dy General Manager/ General Manager

Reporting to: COO - GBS

Office / Unit : Hyderabad

Brief Job Description:

1. Would head operations for few service lines of Global Business Services ie financial services transaction processing ( commercial and non-commercial) and investor servicing operations for the entire team

2. Participate in conference calls with onshore operations managers as required

3. Brings about a sense of urgency on the floor to get the job done

4. Management of day to day operations and ensure targets are met as per given SLAs

a. Working within SOP

b. Achieving TAT & Quality as per SLA

c. Design and create quality, volume, and productivity reports for Management

5. Bring industry best practices & Quality initiatives & create a quality culture

6. Management of Relationships with Clients, & Internal Stakeholders.

7. Responsible for following :

a. Number of Escalations

b. Client feedback

c. Prompt qualitative response to query from Client

d. Manage Dash board of activities in time & take corrective action based on it

8. Audit of Operations - Internal / External and third party

9. Team Management - Would be responsible for managing the team & ensuring delivery. Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Provide training and demonstrate leadership skills, Attrition Management.

10. Optimizing Staff cost & Operational costs

11. Maintenance of target revenue from client as budgeted for the year.

12. Ensure bills to clients are raised in time & realization of timely payments

Key deliverables:

1. Client satisfaction - Feedback & number of escalations

2. SLA management

3. Team management

4. Innovation

5. Cost management - people and other costs of team / cost optimisation

Educational Qualification:

1. Graduate/ PG, preferred MBA in finance

Work Experience required: (Mention number of years- experience and industry preference)

1. 14+ years of experience across Operations / transaction processing / client management out of which 5+ years should be heading operations at a leading international BPO in BFSI process

Competencies/ Skills Required :

1. Transaction processing, Process Management, Program Management

2. Team Management

3. General management abilities with strong communication and presentation skills

4. Hands on knowledge on the finance and securities market environment

5. Relationship Management; Good orientation towards investor and client servicing

6. Ability to manage high volumes