Syntel - Senior Manager - Operations

Handle Operations & Staffing function :

- Building value by creating process efficiencies through upstream & downstream impact in business

- Deliver quality by building a knowledge organization and encouraging, leading and guiding teams to build depth and breadth of process expertise

- Alignment with company's operating model to create high performance culture that helps in delivering excellent customer services

- Set standards for people excellence and create strategies for development of people and process knowledge

- Manage SLAs through effective exception management (SLA / SOP exception)

- Maintain a stable operational environment - Clear allocation of duties, manage shifts, sustain operational effectiveness, adherence to policies and compliance

Handle Reporting & MIS & update the Sr. Manager/Vertical Head :

- Staying involved in metrics collation, trending analysis, weekly calls with the stakeholders on issues related to systems, aged breaks and enhancements, coordinating within the regions on common issues, timely escalations.

- Strong analytical sills demonstrated by excellent interpretation and implement action plan for course correction.

Manage Process Quality :

- Highly effective resource / people management techniques to ensure highest level of SLA / Quality and productivity of each team

- Define current benchmarks to show case improvements.

- Identify process/operational/organizational changes which will improve the current environment from a quality or efficiency perspective and execute on those changes.

Operational Efficiency/ controls and risk management :

- Enforces a regular risk review to create significant R&C profiling and resilience in operations.

- Will be required to benchmark best risk practices to help create an operational risk strategy.

- Maintaining balance between business delivery & people expectations

- Managing frequent environmental changes

- Drive opportunities for efficiency gain and implement them.

Client Management :

- Assume responsibility for driving effective client relationship by influencing decision makers on business and operational escalations (including repeat issues).

- Will be required to provide stakeholders with a value add experience by partnering on operational decisions.

People Management :

- Set standards for people excellence and create strategies for development of people and process knowledge

- Create an environment where the staff fully understands cross-functional environment.

- Partner with HR and ensure that all hiring across various levels (Internal & External) is completed as required and within agreed timelines.

- Devise a robust formal communication strategy to ensure that there is ongoing interaction between various levels of employees within the organization and across sites.

Performance management : Track performance, Performance appraisal, manage staff related issues and escalated if necessary to the appropriate level

Required Experience (of what type, for what duration, what industry/background) :

- Minimum of 5 years- experience in Capital market domain preferably in the back / middle office functions. Experience in in a Third party set up will be an advantage.