Director - BPO Operations - Corporate/Commercial Banking Sector

Female candidate apply

We have the following requirements for a leading provider of multi-faceted business process outsourcing (BPO) solutions to organizations across the globe seeking to more effectively balance cost management with superior service.

Position Name Director - Operations (Banking - Corporate/Commercial Banking Operations)

Location Ambit IT Park, Ambattur, Chennai

Mandatory

DOJ - We need an immediate joinee.

ONLY for Female Cands

MAIN RESPONSIBILITIES / ACCOUNTABILITIES:

FUNCTIONAL/ OPERATIONAL:

- 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.

- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Monitors compliance adherence through timely audits, generating awareness on the floor etc.

- Understands client's processes and suggest modes of value addition.

- Looks for additional revenue generation opportunity and play an active sales role for the business

General Security Responsibilities:

- Adhering to Information Security Policies and Procedures of IGS

- Ensuring compliance to Information Security Policies and Procedures.

Specific Security Responsibilities:

- Ensure reportees comply with the security policy and procedure of IGS

- Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

- Ensure the audit non-compliances are fixed within the stipulated timelines.

- Protect information entrusted to you.

- Follow the information labeling and handling procedures based on the classification level of the asset.

- Follow the Clear Screen and Clear Desk Policy.

- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

- Comply with the Non Disclosure Agreement

TEAM RELATED:

- Manages performance of individual Ops/team managers through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process.

- Responsible for attrition management and arranging for backfills on a timely basis.

- Works closely with HR to ensure high employee morale and retention initiatives.

- Conducts skip level meetings at regular intervals to address concerns, if any.

- Responsible for staff performance, compensation and rewards & recognition programs.

- Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals

- Coaches and mentors sub-ordinates.

- Monitors employee count for full time attendance

CLIENT SPECIFIC / ORIENTED:

- Manages client / internal review calls and handles escalations

- Manages Client expectations and ensures Client satisfaction

OCCASSIONAL RESPONSIBILITIES :

- Ensures adherence to norms specified by COPC certification and ISO270001 specifications

- Drives quality initiatives such as Six Sigma to ensure continuous improvement

- Provides reports on the process metrics and employee performance to the Top Management

- Conducts regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met

- Responsible for budget management & cost control measures

- Manages various trainings namely, V&A, Process, Up skill and Refreshers

- Conducts forecasting of business flow

- Adherence to norms specified by COPC certification and ISO 27001 specifications

DESIRED INDUSTRY EXPOSURE:

- Minimum 8 years of work experience in BPO/Call Centre in Banking

- End to End experience in BPM (Risk & compliance, Transformation, Quality etc)

DESIRED ROLE EXPOSURE:

- Ability to handle large operations.

- Demonstrated team/client handling skills in the past

Pls CALL/SMS Pooja 9999210581 and send your resume along with the following details:

1. Present & Expected CTC

2. Total work experience & Experience in Banking Operations

3. Educational Qualification

4. Notice Period

Pooja 9999 210 581
Ace Professionals INDIA