AM - Tech & Ops - Governance Reporting

Position Title - Assistant Manager, Tech & Ops GOSC

Function - Operations

Responsibility Level - Assistant Manager

Reports to - Manager - Operations

Location - Noida,UP

Span of Control - 4-5 FTE’s (Changeable)

Permanent/ Temporary - Permanent

Minimum 3 years of experience required in (Governance Reporting) for Noida location.

Process Description

Identify support activities that can be undertaken in the GRM Team (Governance Reporting & Metrics ). Work with US subject matter experts (SMEs) to plan and execute the transition of work. The brief stepwise process description is given below:

Program level management of all migrations under Client company, Keeping an audit mechanism of Key Stake Holder Reporting Requirements, Understanding and developing better and efficient way of reporting data into information, Knowledge management around the Governance and related attributes. Strong Planning and Prioritization techniques to meet business strategic changes. Ensure accuracy and quality of information received and reported. Support program management of other programs, including GCS strategic governance.

Basic Function

Drive overall performance and manage various activities in the GRM Process. Responsible for supervisory support of associates through work type support and delivering results as per Service Level Agreement targets / timelines. Review and approve process related decisions and work output. Produce reports to gauge process performance. Actively participate in special projects to drive business results. Steer process meetings / calls to a logical conclusion.

Performance parameters

- Process performance – as per agreed Key Process Indicators

- Employee retention - as per agreed Key Process Indicators

- Quality and productivity Improvement - as per agreed Key Process Indicators

- Customer Satisfaction - as per agreed Key Process Indicators

- Level of subject matter expertise - as required to manage operations in a smooth & effective manner.

Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

The incumbent will be required to be a part of “Operations” function responsible for the Global Operations Support Center and will be required to report to the UM/M/SM Operations.

The key deliverables of the role will include but will not be restricted to the details below:

- Manage teams and ensure quality and productivity targets are met.

- Manage/support management of transition of work to the GRM Team

- Perform value added analyses to generate management information, and help improve processes

- Review/generate reports to monitor performance.

- Develop efficient and effective reporting processes.

- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

- Provide coaching and feedback to team members to enable them to improve their performance.

- Assist new hires such that they are productive on the floor in the shortest possible time frame.

- Handle customer, employee and internal partner escalations.

- Become an expert on governance processes utilized to ensure standards are met and staff/customer inquiries can be addressed.

- Provide inputs on process and system to the team members.

- Identify and implement process improvements to ensure more efficient and effective operations

- Client Interaction, where required at the level of supervisors.

- Ensure compliance with internal policies and procedures, external regulations and information security standards.

- Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.

- Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.

- Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.

- Effectively manage research/resolution/follow-ups for closure of open items.

- Build relationship with Onshore Management to ensure a “one-team approach”.

Competencies & Skills

- Knowledge of the function, process and systems.

- Ability to be an effective coach & deliver meaningful feedback.

- Ability to use the desktop computer systems and MS Office suite.

- Excellent problem solving skills.

- Strong Analytical skills.

- Strong Customer Service/ Soft Skills

- Conflict resolution skills.

- Strong performance management skills.

- Strong written and verbal communication skills, proficiency in English language.

- Interpersonal communication and influencing skills.

- Prioritization and time management skills.

- Exhibit use of sound business judgment.

- Demonstrate a sense of urgency, as appropriate.

- Self-Motivated

- Good knowledge of business systems

- Strong program and project management skills

Values & Behavior

- Customer Service Orientation.

- Quality Orientation.

- Empathy for effective on the job coaching and feedback.

Primary Internal Interactions

- Associates for monitoring performance, escalation handling, clarifying concerns and providing feedback and support.

- Manager / SDL/ Directors/VP for the purpose of settling issues left unresolved by self and monthly evaluation of performance.

- Other Assistant Managers for the purpose of seeking cooperation and best practice sharing.

- Subject Matter Expert for the purpose of work thread related issues and escalated transactions.

- Trainers for the purpose of Pre-process and Process training.

- Internal customers (US and International) to address issues, follow-up on actions, answer questions, ensure application of governance standards.

Primary External Interactions

- SME / Trainers at the client end for training.

- Internal & External Customers of the business.

- Client’s across various lines of businesses.

Education Requirements

Bachelor’s degree (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

Minimum 48 months of experience in Business Process Off-shoring/Migration, Financial Institutions, Insurance industry. Minimum 2 year supervisory experience required.

Experience on Project Management and transition will be preferred.

Pranoti Jha
Mancer Consulting Services
Delhi | Mumbai | Hyderabad | Ahmedabad | Bangalore
+ 91 11 66417248 (direct line)
+ 91 11 26854003 / 26854043 / 66417200 (ext 248)
+ 91 11 66417210 (Telefax)
pranoti@mancerconsulting.com
www.mancerconsulting.com