AddressJob Summary: We are seeking a highly detail-oriented and analytical Manager to lead a team that monitors our business parameters and reports any anomalies or errors detected in the ecosystem. The role requires owning the end-to-end process of identifying errors in the minimum possible time, highlighting to the respective stakeholders, analyzing the errors, identifying their root causes, and providing insights on issue fixes in real-time as well as avoiding recurrence of the issues via structural fixes. The position requires managing internal and external stakeholders effectively and communicating findings and recommended solutions accurately.
The Role:
- Lead a team of folks (inhouse and contractual) who Monitor business application dashboards and anomaly detection systems for issues and errors
- Identify root causes of errors and investigate their impact on Business Operations and sales
- Analyze and provide data/,metric insights on issue fixes to reduce business loss to internal (Business, Tech, Product,etc.) as well as external stakeholders (Insurers)
- Creation of monthly / weekly reports to drive business decisions
- Collaborate with cross-functional teams to drive issue resolution and provide updates on issues and fixes to the leadership
- Coordination with external partners and vendors to ensure a smooth flow of business
- Responsible for defining, developing and communicating key metrics and business trends to partner and management team
- Creation and maintenance of documentation related to processes, issues, and solutions
- Grasping the underlying processes and data flows and should be able to analyze and work on the errors
- Liaison with partner insurance for day to day Business Operations and act as a bridge between partner SPOCs and internal business, product & tech team
- Actively work to set up scalable processes and wherever possible strive to suggest automation and optimization.
Required skill sets :
- Strong attention to detail, problem solving and analytical skills
- Exceptional written and verbal communication skills to interact with ISPs
- Ability to manage internal and external stakeholders effectively
- Ability to lead a team by example
- Basic to advanced knowledge of Microsoft Excel, Docs, Google sheets. Available on weekends/holidays for any urgent business requirement
- Basic SQL knowledge will be a plus
- Reporting, Automation, Dashboarding, Monitoring experience will be a plus
- Roster/Workflow management experience is a plus (This candidate is expected to lead a team a set of folks who work in rotational shifts In Monitoring team).
Qualifying criteria/must haves :
- Bachelors 3-5 years of experience/ Masters 1-3 years of experience
- Handled a team before (mandatory)
- Tier 1/2/3 college
- Digital/Internet/Online industry experience of minimum 1 year
- B2B/B2C external stakeholder exposure
Related roles - Program Manager/ Process Excellence/ Process Manager/ Operations Manager/ Insurance Partnerships/ Business Operations Manager/ Control Tower Mgmt
Insurance/Fintech/BFSI/Start-up experience is preferred
