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02/12 Shveta
TA Lead at Promaynov

Views:491 Applications:82 Rec. Actions:Recruiter Actions:18

Senior Manager - Operations - Financial Services BPO (12-15 yrs)

Bangalore Job Code: 771053

Senior Manager Operations


- Manages operational teams across one or more larger functional areas (Participant Transactions, Reporting, or other plan/participant transactions area, implementation,client onboarding,reconciliation,customer satisfaction and improvement and Risk).

- Ensures all areas are in compliance with regulations and policies, and is responsible for all operations including the customization and implementation of operational and departmental procedures. Develops and controls departmental budget, quality, time and service standards. Approves exceptions considering financial impacts and business relationships.

- Manage daily operation of department, analyze results, adjust and improve as needed. Coordinate required systems changes with systems staff and/or vendors. Ensure all areas are in compliance with departmental, corporate and regulatory practices and requirements.

- Plan, develop and manage department objectives, procedures and budgets to ensure overall divisional goals are being achieved or exceeded. Recommend and implement procedures, productivity measures, and new technologies to increase efficiency, productivity, and cost effectiveness of department.

- Responsible for projects that have impact to department procedures, systems, services and forms. Analyze requirements for various types of business by applying comprehensive knowledge of products, agreements, regulations, and systems. Negotiate with internal departments for services required. Provide technical expertise and make recommendations on all operational issues as related to underwriting, service agreements and contracts.

- Present the company's position, services and capabilities to key prospective and current clients in formal presentations; negotiate with existing and prospective clients to determine appropriate administrative services. Analyze, adjudicate and approve the handling of complicated and escalated client complaints.


- Ensure that no policies, procedures or regulations are violated and all complaints are handled in a non-discriminatory manner. Correspondence with internal/external clients and/or participants, upper management, and agents/brokers.

- Maintains subject matter expertise in processes and procedures within assigned areas (e.g., rejections, follow up and training, tax form corrections, research for both system issues and client requests, etc).

- Performs duties inherent in a managerial role. Conducts performance reviews, approves requests for vacation/PAL, manages performance issues, and has hire/fire authority. Trains, coaches, mentors and directs the work of direct reports.

- With experience of 12+ years, one should hold degree in business, finance or similar field; without a degree, an additional two years of directly related Financial Services experience is required. Demonstrated leadership ability

- Working knowledge of industry and regulatory practices and requirements

- Demonstrated decision making skills

- Demonstrated ability to solve advanced problems and prioritize the work of others

- Working knowledge of MS Office including ability to write formulas and format spreadsheets to complete work

- Strong oral & written communication, organizational and attention to detail skills

- Demonstrated ability to build and maintain cross-functional relationships with internal customers

- Working knowledge of the business and its customers Working Conditions/Physical Requirements:

- Normal Office Working Conditions

- Shifts will be determined and scheduled based on business need as part of a global team providing 24x5 support to its customers

- This position frequently requires periodic and mandatory (usually unscheduled) overtime as all work items must be processed same-day

Women-friendly workplace:

Maternity and Paternity Benefits

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