AddressAVP - Operations
Mandatory Ask:
Experience : 15-20 years
- 10 + yrs in people management
- Currently a Sr manager or AVP
- Mandate experience in UK pensions.
Preferred :
- Candidates with experience in BFSI, Insurance.
- Should be ok with UK shifts.
- Should have managed managers with min span of 250 +
Process Management & Improvement:
- Drive & achieve productivity enhancements.
- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.
- Responsible for scoping, identifying new areas of work.
- Oversee migration & stabilization of new processes.
- Periodically review process & regulatory requirements and ensure compliance.
- Review FTE requirements, shift plans & capacity planning.
- Initiate, Execute & Facilitate process improvement initiatives/projects.
- Lead Org wide projects across locations.
- Integrate domain knowledge & business understanding to create superior solutions for the client.
- Must clear at least one certification a year.
- Conduct regular meetings with process managers & resolve concerns.
- Should have managed Managers.
- Conduct skip level meetings with team members & resolve escalations.
- Own rewards & recognition schemes for assigned processes/teams.
- Oversee L&D trainings for self & process managers.
- Oversee staff domain certifications.
- Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.
- Liaise with recruitment team for recruiting new team members.
- Identify & facilitate movements within the division for Process Managers.
People Management:
Customer Service & SLA Delivery:
- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.
- Manage client relationships and escalations.
- Strategic Initiatives
- Explore opportunities to move processes to the GSC satellite office.
- Participate in special projects/organization wide initiatives.
