Head/GM - Outsourcing & Third Party Service - BFSI/Telecom

Head/GM- Outsourcing & Third Party Services

Job Title : General Manager - Outsourcing & Third Party Services

Position Summary :

Will be responsible for smooth functioning of all the out sourced Services, which includes Cash, Consumables, Care taker & Housekeeping services provided to all customers as per SLAs and managing the Outsourcing services for India.

Organizational Relationships :

- Reports to the VP - Services, India & Australia

This position works closely with : all the MS Sub functions & Outsourcing

Additionally, the following external relationships will be required of this position :

Client / Vendor :

Scope Of Responsibility :

- Contribution to Segment Revenue & Margin for PAN India TPS function

- Revenue Sustainability and growth (including solutioning / Pre Sales Support)

- Manage 4-6 direct reportee, team management role

Essential Functions :

Ensure TPS Functions for the following TPS activity being carried out by team

- Delivery of Cash, FLM & Consumables replenishment. Services for Banks as per processes and SLAs mutually agreed with the Bank. (e.g. No cash out, no JP out situation).

- Auditing the processes being followed by CRAs to ensure conformance to processes and service levels agreed as per contract with them. This will be done through study of their monthly reports, book of accounts maintained, etc. and vault audits.

- Monitoring the activities of Cash & Caretaker Teams to ensure that, they perform as per their JDs and conform to their KRAs

- Liaise with third party vendors for Cash & FLM to ensure that services are delivered and commenced as per agreed schedule processes (like insurance limits, training etc).

- Ensuring all issues which are escalated is addressed appropriately within the time frame as per SLAs.

- Monitor Consumable requirements for MS customers and ensure that quantities required are ordered zone wise by the purchase department on a quarterly basis. Monitor the Consumables transaction patterns for each ATM.

- Attending meeting with the Top Management once a month between 10th & 20th of each month. This meeting will be meant for review of services of the vendor with detailed discussion on quality of services and feedback from the customer for the previous month.

Caretaker Services : Monitor the Caretaker SLAs and bring about process improvement

Others :

- Monitor the report for MS Customers

- Monitor the revenue for Managed Services

Outsourcing Services :

- Build financially viable models for total outsourcing

- Tap customers for Total outsourcing and build value messaging for them

- Identify outsourcing opportunities in banking and select non banking organizations

- Liaison with all groups within the organization to execute the outsourcing model

- Build relationships with organizations / third party players for strategic tie-ups

Additional Responsibilities :

- Contribution to Segment Revenue & Margin

- Revenue Sustainability and growth (including solutioning / Pre Sales Support)

- Contribution to Segment Margin

- LD's / Penalties

- Documentation control and timely submissions

Operational efficiency and control :

- 24 hrs down ATM

- FLM Delay %

- Cash takeover from order

Vendor Recovery :

- Recovery of SLA deviation from vendors

- Recovery of Cash loss from Vendors

Job & Requirement :

- 10+ yrs. Of experience with MBA / Post Graduate Diploma in Business Finance role

- Excellent communication skills

- Experience on Business Processes with strong Finance acumen

- Good understanding of Operations Management to oversee movement of revenue & profitability for all projects & services

- Strong knowledge on areas of Finance, accounts, billing and collection, MIS, revenue assurance, commercial and service quality, credit control and budgeting

- Subscribe to good value system and business ethics

- Strong presentation skills with great convincing powers to communicate thoughts and ideas

- Result oriented individual who should have worked in outsourced services in a turnkey manner. Experience in the ATM / Banking / Telecom Industry will be preferred.

- Should have experience in building operational models for outsourcing and making the model operational.

- Should have ability to interact and present at middle to senior levels in Banks