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17/04 Astha Rathi Maheshwari
Senior Consultant at Mancer Consulting Services

Views:1587 Applications:472 Rec. Actions:Recruiter Actions:21

Head - Operations - Captive Firm (12-18 yrs)

Mumbai Job Code: 816998

Leadership and culture :

- Lead change within the Team, providing direction, guidance and support to the people who are implementing change and those having to adapt to change

- Support a strong Customer First service culture and uphold Link values while driving a high performance, innovative culture in the Team

- Provide leadership support to ongoing business planning and visioning for the division

- Lead processes to engage stakeholders, including employers, the client and service providers, to ensure delivery against service levels

- Deliver consistent leadership practices, behaviors and principles including 1:1 time, coaching, reward and recognition focus, expectation setting, communication and performance development

- Identify and nurture future leaders within the team

Workforce and Resource Planning :

- Manage the development and maintenance of workforce forecasting and resource planning models for the team to determine resourcing requirements that will support delivery of services to agreed budgets and quality standards. This includes overseeing the collection and classification of historical data and analysing the trends that affect resourcing and workloads in the team

- Plan the resourcing requirements of the Team, using the forecast, to enable delivery against service levels and to build team capability

- Work with key stakeholders to identify new opportunities for operational efficiencies

Reporting and monitoring :

- Contribute to the development of the individual, business unit and divisional KPIs consistent with contractual SLAs, and manage the team consistent with these

- Ensure that systems are in place to track and monitor team performance against set KPIs and meet all regular internal, client and financial reporting obligations

- Prepare management reports as required to analyse performance, determine actual work volumes vs forecast, identify gaps and reassess future forecasts, and outline areas for improvement for individuals and the team.



Quality :

- Participate in a monthly service improvement forum to highlight recommendations and implement improvements

- Drive a coaching culture within the team to identify potential risks and build capability

- Develop a strong culture within the team of adherence to legislative, compliance, policy and procedural requirements including adherence to a review schedule for the Procedures Manual

- Ensure share register analysis, research and proxy SLAs are met

- Develop an understanding of the Investor Relations regulatory and legislative environments

- Develop team and individual understanding of Investor Relations and the role OC plays in the wider Investor Relations industry

- The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Governance & Risk :

- Ensure adherence to legal and regulatory requirements

- Support Link Group assurance programs that deliver effective risk management and compliance practices

Women-friendly workplace:

Maternity and Paternity Benefits

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