Infosys BPO - Operations Head - Asset/Wealth/Investment Banking/Custody/Asset Management Operations

What are we looking for:

- Master Degree from Tier Institutions, with minimum defined grades

- Experience of at least 10 years and preferred 12 - 14 years of experience in BPO Operations and Capital Markets

- Experience in working in Outsourced Capital Markets environment in Asset, Wealth, Investment Banking etc. however preference is towards Custody / IB / Asset Management Operations

- Proven experience in Managing operations for key engagements, strong domain expertise in Capital Markets, exposure to latest trends in Transformation including RPA, Shared services, etc.

- In tune with current trends in Capital Market operations globally and holds point of view on expected trends

Operations Management:

- Anchors the key internal and external governance meetings, Monitors adherence in the engagement

- Oversees and manages day to day operations delivery by Operations team (consisting of Managers, Team Leads, Specialists and Team members) and ensuring deliverables towards the client are met.

- Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance.

- Conducts periodic reviews with Managers and drives corrective action where required

- Signs off on the service quality plan including the quality control, assurance and improvement

- Engages with the key client stakeholders on areas of Improvements and enhances customer satisfaction

- Provides subject matter and domain expertise for the functions being services for the client, brings about Process and Productivity Improvements in coordination with internal teams and per client and organization targets.

Financial, Revenue, Business growth related:

- Accountable for protection of existing revenue plus revenue growth in the engagement both from existing service offerings

- Works on the annual budget and business plan aligned with corporate / divisional objectives for the engagement,

- Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.

- Conducts monthly financial review with direct reportees and Services Head, takes corrective actions in order to ensure meeting of business plan objectives

- Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services in order to meet business objectives

- Identifies opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, staff utilization in order to meet / exceed internal financial goals

People Management:

- Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioural

- Creates career development & succession planning for direct reportees, Reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.

- Identifies key personnel

- Accountable for metrics like Employee Satisfaction and Attrition.