Karvy - General Manager - Operations

General Manager - Operations

Brief Job Description :

- Would head operations for few service lines of ie financial services transaction processing ( commercial and non-commercial) and investor servicing operations for the entire team

- Participate in conference calls with onshore operations managers as required

- Brings about a sense of urgency on the floor to get the job done

- Management of day to day operations and ensure targets are met as per given SLAs

a) Working within SOP

b) Achieving TAT & Quality as per SLA

c) Design and create quality, volume, and productivity reports for Management

- Bring industry best practices & Quality initiatives & create a quality culture

- Management of Relationships with Clients, & Internal Stakeholders.

- Responsible for following :

a) Number of Escalations

b) Client feedback

c) Prompt qualitative response to query from Client

d) Manage Dash board of activities in time & take corrective action based on it

- Audit of Operations - Internal / External and third party

- Team Management - Would be responsible for managing the team & ensuring delivery. Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Provide training and demonstrate leadership skills, Attrition Management.

- Optimizing Staff cost & Operational costs

- Maintenance of target revenue from client as budgeted for the year.

- Ensure bills to clients are raised in time & realization of timely payments

Key deliverable :

- Client satisfaction - Feedback & number of escalations

- SLA management

- Team management

- Innovation

- Cost management - people and other costs of team / cost optimization

Educational Qualification :

- Graduate/ PG, preferred MBA in finance

Work Experience required: (Mention number of years- experience and industry preference)

- 14+ years of experience across Operations / transaction processing / client management out of which 5+ years should be heading operations at a leading international BPO in BFSI proces

Competencies/ Skills Required :

- Transaction processing, Process Management, Program Management

- Team Management

- General management abilities with strong communication and presentation skills

- Hands on knowledge on the finance and securities market environment

- Relationship Management; Good orientation towards investor and client servicing

- Ability to manage high volumes