Job Details

• Responsibility for meeting operational and business goals
• Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
• Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.
• Executing specific people programs on coaching and development and team engagement.
• Interacts with multiple stakeholders to communicate on operations and also represent data/ metrics information
• Owns/ Drives development of external/internal communication i.e. blurbs, reports etc.
• Ability to represent data and communicate effectively to handle escalations
• Drive weekly or monthly discussions with Stakeholders and influence decisions for the process with data
• Analyzes Data and is responsible for highlighting gaps, recommends solutions and drives and influences decisions
• Manages escalation/resolves complex tickets including non-standard tasks
• Responsible for Operational Reporting to senior management/ stakeholders at Process level
• Drives completion of work allocation for the function/ process independently
• Prioritizes metrics to meet operational goals assigned at process level
• Participate in onboarding if it is part of similar new processed onboarding ie new GL/ process/ module with complete documentations i.e. SOP etc.
• Act as Mentor or coach and contributes to associate growth
• Develops training content for functional on-boarding
• Trains new hires
• Is an Expert and Primary contact for process issues/ escalation/ coaching
• Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions
• Communicate effectively to internal stakeholders

8 years of work experience with at least 3 years of people management experience. Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources. Has managed critical operational processes, with SLA responsibility. Strong analytical, mediation and problem resolution skills. Track record of employee development (including an emphasis on selection and retention). Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning. Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams. Excellent written and oral communication skills

Reference ID -  GH/BFSI/JC//03072019//84989/Operations Manager