Mandatory Ask :-
1) Minimum ten years of experience in the ITES sector.
2) Minimum four to five years of experience in a managerial role.
3) Relevant F&A experience for F&A processes only.
4) Prior work experience in Claims Advocacy is mandatory.
Process Management & Improvement:-
1) Drive & achieve productivity enhancements.
2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns.
3) Responsible for scoping, identifying new areas of work.
4) Oversee migration & stabilization of new processes.
5) Periodically review process & regulatory requirements and ensure compliance.
6) Review FTE requirements, shift plans & capacity planning.
7) Initiate, Execute & Facilitate process improvement initiatives/projects.
8) Lead Org wide projects across locations.
9) Integrate domain knowledge & business understanding to create superior solutions for the client.
10) Must clear at least one certification a year.
People Management :-
1) Conduct regular meetings with process managers & resolve concerns.
2) Conduct skip level meetings with team members & resolve escalations.
3) Own rewards & recognition schemes for assigned processes/teams.
4) Oversee L&D trainings for self & process managers.
5) Oversee staff domain certifications.
6) Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.
7) Liaise with recruitment team for recruiting new team members.
8) Identify & facilitate movements within the division for Process Managers.
Customer Service & SLA Delivery :-
1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.
2) Manage client relationships and escalations.
Strategic Initiatives:-
1) Explore opportunities to move processes to the organisations satellite office.
2) Participate in special projects/organization wide initiatives.
Skills and Competencies :-
1) Must have experience in managing a span over 50 team members.
2) Well versed with the application of process improvement tools.
3) Should have done at least 1-2 transitions.
4) Should have been part of Process Improvement projects (Green Belt, Lean, re- engineering projects).
5) Related industry certifications.
6) Strategic Thinking.
7) People Management.
8) Transformational Leadership.
9) Process Focus.
10) Client Management.
11) Innovation Focus.
12) Ability to learn & drive change.
13) Impact & Influence.
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