service delivery lead in hyderabad

posted
job type
permanent
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job details

posted
location
hyderabad, telangana
job category
Banking & finance
job type
permanent
experience
10 To 15
reference number
934183
apply now

job description

?1. Would head operations for few service lines of Global Business Services ie investor servicing operations for one or more regions
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 optimisation

Benefits
?Best in industry salary
Transport FAcility
Variable pay
Leading Company In India
International Exposure

Client Introduction
?India's leading banking & financial company was formed in 1983 at Hyderabad, India. Indias largest Registrar and Transfer Agent servicing over 500 + corporate and managing over 90 million accounts making it the market leader. Ranked among the top five stock brokers in India, They are known for its high standards and excellent service delivery. They are a member of the National Stock Exchange of India and the Bombay Stock Exchange, with over 6,00,000 active accounts,

skills

?service delivery leader, BOp, Investment Banking, US Transfer Agency, customer service, service delivery, customer handling, people management, delivery management, operations management, BPO,

qualification

?- Bachelor's degree, Master's degree in quantitative field preferred (MBA, Finance)
- Strong organizational skills, communication skills and the ability to work independently
- 10+ years of experience across Operations / transaction processing / client management out of which 5+ years should be leading operations at a leading international BPO in BFSI process of investor services, investment banking, registry businesses