Operations Manager
Skills
About the role
Key Responsibilities:
Base Location Pune
Work Environment Canadian US shift 18 30 03 45
Additional Responsibilities:
Base Location Pune
Work Environment Canadian US shift 18 30 03 45
Broad Overview of the Client
The client is a Canadian multinational investment bank and financial services company
It is one of the top 10 banks in Canada and the US
They offer various services in the Retail Wealth and Procurement space
Job Responsibilities
Plans and monitors the resource deployment Team Size Span Shift Utilization Skill sets technology rollout and ongoing monitoring for specific process es in order to ensure budget pricing assumptions compliance Communicate with customer stakeholders on day to day operational items
Identifies training need for TLs reviews training plans created by the TLs for their teams and monitors training implementation for the specific process es in order to ensure competency development across domain operations and behavioral
Reviews the service quality plan including the quality control assurance and improvement in order to create a comprehensive quality program for the specific process es
Signs off the scorecard for direct reportees Creates KRAs for team
Implements career development succession plan for the direct reports Implements career development methodology for team in specific process es
Handles level 2 3 escalations with process owners forms informal networks within the client organizations anticipates and plans for future challenges issues with the process
Supports the TL in the ideation process and guides implementation IN ORDER TO meet client and internal commitments on a continuous basis
Implements corrective actions based on review Monitors and controls billing losses reduces buffer in order to meet financial objectives
Creates the improvement plan in discussion with the customer to enhance customer satisfaction
Technical Competencies
Must have working Experience on Banking Domain or US Canadian Mortgage pref
Ability to manage people set expectations and review progress
Excellent communication skills
Should be comfortable working long hours to meet deadlines
Strong Customer Service Skills
Should have good analytical skills and have the ability to make decisions based on the situation
Willingness to work in multiple shifts
Displays inclination to make specific changes in work methods or systems to improve performance beyond agreed standards
Work experience Education Qualification Soft skills
Graduate from any stream
Master s degree in business administration or business management is also acceptable
Minimum of 9 years of experience with an experience of handling team span of 70 80
Preferred Skills:
India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking
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