DGM - Operations - F&A

DGM-Operations F&A

MNC KPO

Location-Mumbai

Reports to GM & Head

FUNCTIONAL/ OPERATIONAL:

Operational / Service Delivery:

- Ensure Service Level Agreements (SLAs) for the cluster /processes are met as agreed upon with the client. Identify causes for non-achievement of SLAs, develop action plans, implement changes and review.

- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.

- Responsible for retention management.

- Manage internal stakeholders (helpdesk, training, HR etc.) and client resources to drive SLAs.

- Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensure that the same are communicated effectively both externally & internally to facilitate business compliance.

- Work in conjunction with the team on projects to ensure smooth transition of new processes.

- Drive continuous improvement in the process.

- Ensure a Business Continuity Plan is in place for all processes.

Client Management:

- Set up an effective governance structure.

- Participate in transition workshops/meetings with client.

- Resolve any conflict arising out of client interaction.

- Ensure high level of interaction and integration with client to drive business for the entity as a whole.

- Achieve highest level of client satisfaction defined from time to time.

- Engage at all levels of client hierarchy.

CA / ICWA

Minimum 7 years

Prior experience in Third Party FAO.

Experience of leading large teams.

SKILLS

MS Office

Numerical and financial ability

PROCESS ABILITIES

- Operations Management (Data & Voice), Collection Lifecycle, Retail Products & Services

- Understanding of business profits

Please mark subject line as 'DGM Ops:F&A' and mail to arvind@leadsearch.biz

Please mention current CTC plus notice period.

The company is looking at the candidate joining asap.