Manager - IT Operations - BFSI

IT Operations Manager - BFSI Projects

Job Description/ Responsibilities :

- Optimise merchant engagement lifecycle from onboarding, day-to-day transactional activities, query resolution to crisis management.

- Develop new processes and systems and suggest changes in existing processes and systems as per requirement as it would be a new and evolving platform.

- Achieve business targets for the Operations function

- Play a significant role in long-term planning, with the view to deliver operational excellence.

- Work closely with other teams like Credit, Risk, Accounts, Sales and Sales Support for timely end to end solution management and issue resolution for Merchants.

- Work closely with marketing and sales teams to understand and strengthen organisational lead funnel.

- Ensure that all operational processes are correctly documented in SOPs (Standard Operating Procedures) and have built in control assessments to review their effectiveness.

- Define and execute BCP (Business Continuity Plan) activities.

- Maintain stringent control on quality of Operations & Services and conduct regular audits to check compliance of processes and in case of any gaps, take necessary measures to rectify and close those gaps.

- Have regular sessions with the Operations & Support teams to understand and discuss updates, concerns, and issues to navigate through the day to day activities.

- Set the strategy and roadmap for the team by managing individual and team performance, expectations and goals.

- Drive automation and swift resolution measures in close coordination with the tech team for exponential scaling.

- Ensure the team follows standard operating procedures for all operational functions