Senior Manager/AVP - Operations - US Mortgages - BPO

Senior Manager Operations (Mortgages) for an MNC BPO in Salem, Tamil Nadu.

Job Description :

- Responsible for cost savings and risk management, for assigned processes and groups. Ensuring process/group budgets and savings goals are met & ensuring business vis--vis liabilities by identifying operational gaps and delivering new business strategies.

- Ensuring that all operations in the process are in sync with overall organization objective, values and culture.

- Working with Sr. Management in developing, directing key strategies that provide the highest level of improvement to processes and customer service delivery. Responsible for initiatives implementations.

- Leading day-to-day operations and overall performance of multiple divisions/processes involving managers, leads and associates and members of support function.

- Responsible for Service Delivery, driving SLA metrics, and providing leadership in dealing with overall operational and client issues. Ensuring that the clients of the business group are satisfied with the divisions performance.

- Managing team functions and utilizations viz. manpower planning, facilitate recruitment, selection, induction, performance appraisal and training, etc in line with overall business goals.

- Develops goals and objectives for direct repartees in line with business goals. Also, Formulate training programs to suit the developmental needs of team members. Responsible for personal and professional development of key managers and leads.

- Resource planning, utilization and retention, working in tandem with other business and support functions.

- Ensuring team issues /escalations are resolved leading to higher ESAT. Interacting with teams on a regular basis, regular formal and informal meetings, communicating goals, objectives, expectations to the team members.

- Responsible for performance management of the team members through effective key performance indicators, goal and target settings as appropriate.

- Business Continuity: Ensure solid BCP for various scenarios. Focus on process knowledge repository, talent mapping and succession planning in place.

- Ensure stability and retention of key talent, through superior design/implement of retention programs.

- Ensure healthy management pipeline by developing, training, coaching, and mentoring potential members.

- Effectively uses strategic frameworks for addressing key business issues

- Understand the scope of various audits and ensure systems and processes compliance for internal/external audit.

Desired Candidate Profile :

- Graduate / PG having 12 - 18 years of work experience and currently working in an MNC BPO as a Senior Manager / AVP Operations preferably handling US Mortgages Operations.

- Should be handling a team of 100 - 150 members.

- Mostly an afternoon shift but should be flexible for night shifts as and when needed.

- Excellent communication skills.

- Candidates who are comfortable in speaking Tamil are preferred.

Interested candidates can mail their profiles or call us @ 040-40101210/11.