Facility Operations Lead - Bank

Location : Mumbai

Business : FS

Department : Operations

Reports to : COO & Director BD & Delivery

Qualification : Graduate / Diploma

Experience : Min 12 years

Responsibilities:

KRAs

- Responsible for P&L of the Account in West.

- Developing and implementing plans to improve Region operations in commercials by exceeding goals and customer satisfaction

- Implementing cost saving & energy saving techniques and modifications to achieve substantial reduction in O&M expenditures and remain within the budget.

1) Strategy Planning

- Determining financial objectives, designing & implementing systems, policies & procedures in consultation with top management to facilitate internal financial control.

- Designing business plans/ strategies for maximizing profitability & revenue generation & realizing corporate goals; spearheading business process re‐engineering initiatives.

2) Facilities Management

- Manage a large workforce

- Handling Various departments

3) New Market Development.

- Identify new market segments and tap profitable business opportunities.

- Evolve market segmentation & penetration strategies to achieve product wise targets.

4) Customer Service Management

- Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.

- Attending to clients concerns and complaints and undertaking steps for effectively resolving them.

- Investigating & resolving the complaints with the less turnaround time.

- Implementing necessary controls to mitigate complaints and operational losses.

- Analyzing & interpreting the reports.

- Initiating campaigns on enhancing customer service.

- Identifying the root causes for complaints/ issues and recommend/ implement necessary controls.

- Developing rapport with business partners.

- Liaising with the business area staff on process and non process related matters within the section.

- Cascading information to the team & chairing meetings and daily devotions.

- Initiating process improvement ideas.

- Organizing & conducting monthly presentations on sections performance on Service Delivery front.

- Driving the team towards active participation in Service Delivery campaigns.

- Generating appropriate reports on a weekly basis and provide management summary on the Service Delivery.

- Monitoring Operational Risks and implementing Risk mitigating plans.

5) Team Management

- Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations & meeting of individual & group targets.

- Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members.