Posted By
Dhruv Dev Dubey
Founder & MD at 3D India Staffing Research & Consultancy Co India
Last Login: 11 January 2019
1145
JOB VIEWS
31
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2
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Posted in
BPO
Job Code
569149
Manager -Mortgage Underwriting & Operations, only from Premium University, IIM/IIT/BITS/NIT/Mumbai University
Job Code: C/Intli/OpMgr-Mortgage/Mu
About Co: One of the TOP MNC BPO
Salary Range: Upto 12 LPA + 10% Variable
Shift Timings: UK Shift
Working Days: Monday to Friday
Weekly Off: Saturday and Sunday
Gender Preference: Male/Female
Education Qualification: Graduate from Premium Universities like, IIM/IIT/BITS/NIT/Mumbai University
Experience Required: Minimum 1 Year as an OM on papers or 4-5 years as an Ast. Manager on papers.
Must have -
- Excellent communication skills.
- BPO experience (Min. 5 Years)
- US / UK Mortgage background.
candidates from Mortgage background only.
Job / Position Title: Operations Manager
Function / Department: Operations
Designation: Operations Manager
Grade / Level in Org Structure: Manager / AGM, Level 3
Position reports to: AGM / DGM - Operations
Positions reporting directly t: Team Managers
Primary purpose of the position: To lead the process into operational growth through maximization of revenue, profitability and resource utilization through managing Process, People, Metrics & Client relationships.
Essential duties / responsibilities of the position:
Process / Client Related:
- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client
- Identifies causes for non-achievement of SLAs, develop solutions and execute the same
- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations
- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
- Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
- Attends daily huddle with team managers to be updated on all floor issues /concerns
- Conducts dip checks of parameters that impact performance to ensure data integrity
- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
- Monitors compliance adherence through timely audits, generating awareness on the floor etc.
- Understands client's processes and suggest modes of value addition
- Participates in client / internal review calls and handles escalations
Team Related:
- Cross Site Management and willingness to travel to other operational sites
- Manages performance of individual teams through performance management, career planning strategies and sharing of best practices
- Responsible for attrition management and arranging for backfills on a timely basis
- Works closely with HR to ensure high employee morale and retention initiatives
- Conducts skip level meetings at regular intervals to address concerns, if any
- Responsible for staff performance, compensation and rewards & recognition programs
- Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals
- Coaches and mentors sub-ordinates
- Monitors employee count for full time attendance
Occasional / Other duties of the position: Other tasks:
- Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement Ensures adherence to norms specified by COPC certification and BS7799 specifications
- Provides reports on the process metrics and employee performance to the Top Management
- Conducts regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met
- Responsible for budget management & cost control measures
- Manages various trainings namely, V&A, Process, Up skill and Refreshers
- Conducts forecasting of business flow
Education: Graduate from TOP University Only
Exp: 8-10 Yrs
NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSIITON/ ROLE)
- UK/US Mortgage Experience
- Minimum 5 years of work experience in BPO/Call Centre
- Demonstrated team handling skills in the past.
SKILLS Computer Skills:
- Familiar with Windows Operating Systems
- Proficient in MS Office, Interpersonal Skills & Database Management
Core competencies required for the position: (Behavioral as per IGS competency framework & Technical)
- Decision Making:
- Customer Focus
- Enabling People Performance
- Communication & Networking
- Team Leadership
- Coaching & Mentoring
- Ownership & Accountability for Results
- Leading Change: (additional only for US Collections)
Shekhar
080-50626011
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Posted By
Dhruv Dev Dubey
Founder & MD at 3D India Staffing Research & Consultancy Co India
Last Login: 11 January 2019
1145
JOB VIEWS
31
APPLICATIONS
2
RECRUITER ACTIONS
Posted in
BPO
Job Code
569149