Delivery lead
Gratitude IncDelivery lead
Job Description
Key Skills
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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
NA
Process
Semi-Voice
Functional Area
Banking / Financial Services
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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