Delivery lead

Gratitude Inc

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19 hours ago

Delivery lead

15-20 Year(s)

₹ 1 - ₹ 2 Thousand p.a

Chennai

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Job Description

Key Skills

Banking Change management Management Process Management english Stakeholder Management people Management Team Management client management banking operations

43 candidate(s) have already applied for this Job. Apply now

Knowledge/Experience:

• Should have 15+ years of experience in Retail & Commercial Banking /Cards.

BAND 7

Job Description

• Handling a team of 150+ FTEs involved in Retail & Commercial Cards /Banking Operations (preferably disputes handling)

• Will supervise and manage various delivery teams and the responsibilities will include People Management, Process Management and Client Management.

• Handling a delivery team across locations (Chennai / Hyd / Toronto) various processes and achieving SLA contractual targets as set by the client

• Responsible for ensuring all the contractual SLA metrics set by the clients are met and for any miss-out, carry out RCA and identify the Gaps and place control.

• Responsible for ensuring all the Process Manuals, Change Management documents and SOPs

• Responsible for setting up and testing BCP models for sites and city outages and sharing the results with all stakeholders

• Responsible in driving ad-hoc projects to improve processes and carrying out process benchmarking basis transformation tools.

• Identify automation, consulting studies and other levers that can be leveraged for transformation of current operations.

• Adopting AI, ML technologies across client processes and ensuring greater than 95 % score during yearly client satisfaction surveys.

• Develop reports and monitor the validity of the data and metrics being reported.

• Hiring, on-boarding and training the teams and ensure smooth operations and service delivery

• To monitor and review performance and ensure delivery against operational plans, targets and policies (including regular attendance at client meetings)

• Actively monitor, review and manage individual staff performance in relation to service area key performance/targets/deadlines and the Company’s required standards of performance and conduct

Competencies/Skills:

• Strong supervisory/management experience

• Strong Communication and client management

• A customer focused, enthusiastic and flexible approach

• Manage and ensure team, project to deliver targets

• Should demonstrate the ability to work under pressure, following standards and requirements

Essential:

• Should be fluent in English- written and spoken

Desirable:

• Experience in Program / Project management

Role

Operations Manager

Timings

Flexible (Permanent)

Industry

Accounting / Finance

Work Mode

Process

Semi-Voice

Functional Area

Banking / Financial Services

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