Service Delivery Manager/Lead - Ecosystem Partners & Outsourcing Management - Digibank

Looking for a Lead Ecosystem Partners and Outsourcing Management

Key Accountabilities, KPIs and Job Responsibilities

Fulfil all responsibilities in relation to

- Responsible for managing fulfilment partners which involves roles of SDM and ensure governance for all the Partners of digibank.

- Responsible to adherence all process and policies related to SDM and ensure timely completeness of the same.

- Responsible for increasing customer touch points along with implementing control and governance.

- Define the customer journeys along with product teams and work with technology to deliver these journeys for launch of new guidelines or to improve the existing journey.

- Understand the technology flow and risk associated to system security.

- Understand the impact of regulatory changes on existing partners from a technology standpoint and work with operations / technology and business teams to deliver the changes.

Job Duties & responsibilities

- SDM responsibilities for fulfilment (ekyc) partners for digibank.

- Strict monitoring and governance on the existing partners and onboard new partners.

- Work with Partners for continuous improvement of productivity and customer experience.

- Manage all customer complaints regarding partners and ensure reduction of the same by identifying root cause.

- Ensure accurate and timely payments to Partners and Vendors managed by team.

- Preparation of MIS and perform Analysis on partners performance for Management oversight.

- Closely work with technology team for improvement of delivery channels and quick resolutions.

Experience

- Exposure to and familiarity with technology solutions for banking and of industry trends (Finacle knowledge is must)

- Minimum 10 -12 years experience in managing solution delivery partners in reputed banking, technology or financial services firm

- Experience of multi-tasking, managing multiple stakeholders and independently having MC level interactions