Karvy - Service Delivery Head

Scope of the Position:

The Service Delivery Head is responsible to successfully lead the outsourced large scale operations engaging in Financial services, Transaction processing and investor service Operations. Transform the processes with customer service enhancement, cost optimization and create high performance teams with engaged workforce. Liaison with onshore and offshore stakeholders ensuring smooth operations

Major Responsibilities:

1. Would head operations for few service lines of Global Business Services ie financial services transaction processing ( commercial and non-commercial) and investor servicing operations for the entire team

2. Participate in conference calls with onshore operations managers as required

3. Brings about a sense of urgency on the floor to get the job done

4. Management of day to day operations and ensure targets are met as per given SLAs

a. Working within SOP

b. Achieving TAT & Quality as per SLA

c. Design and create quality, volume, and productivity reports for Management

5. Bring industry best practices & Quality initiatives & create a quality culture

6. Management of Relationships with Clients, & Internal Stakeholders.

7. Responsible for following :

a. Number of Escalations

b. Client feedback

c. Prompt qualitative response to query from Client

d. Manage Dash board of activities in time & take corrective action based on it

8. Audit of Operations - Internal / External and third party

9. Team Management - Would be responsible for managing the team & ensuring delivery. Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Provide training and demonstrate leadership skills, Attrition Management.

10. Optimizing Staff cost & Operational costs

11. Maintenance of target revenue from client as budgeted for the year

Key deliverables:

1. Client satisfaction - Feedback & number of escalations

2. SLA management

3. Team management

4. Innovation

5. Cost management - people and other costs of team / cost optimization