You will in the management of the business deliverables and the team. The role/ position would also assume the responsibilities of shift manager and will report to the VP of India Operations. The role would involve develop a team of around 12 to 18 people. The role involves close coordination and working with other client operations sites to ensure business targets are delivered.
Job Responsibilities:
- Provide overall supervision / leadership to the staff during his/ her shift operating window.
- Monitor and report shift and site/ shift performance.
- Review staffing and volume trends to ensure the optimal capacity plan is in place.
- Foster information sharing so that continuity of data exists within the site and across the business.
- Develop an environment of continuous focus on quantifiable productivity and quality.
- Constant and regular review of processes and performance with focus on improving departmental competency / performance rating.
- Regular reviews of procedures assuring new processes are documented.
- Identify business knowledge gaps and ensure everyone has ownership of deliverables.
- Set expectations with team, regarding positive motivation and leading through accountability.
- Deva team that is responsive to dynamic organizational and operational changes.
- Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment.
- Review complex and aging inquiries which require a higher level of technical expertise, the escalation of risk items and customer issues.
Required Qualifications, Skills and Capabilities:
- Masters Degree (e.g. CA, ICWA, and MBA) with 3 years of post qualification experience in similar environment or Graduate with Minimum 6 to 8 years — Financial Operations Processing/Investigations experience, with a higher vintage and good team management experience in similar environment.
- Experience and a good working knowledge of various aspects of International Payment Processing Operations & /or Investigations and Compensations function.
- Good Knowledge of SWIFT & international payment conventions & practices is a must.
- Prior Experience in Client and Third party banks investigations/Compensations for Multicurrency payments will be an added advantage
- Good Interpersonal skills to be able to communicate internally & externally and at all levels.
- Excellent written & oral communication skills in English.
- Demonstrate leadership and people management skills.
- Demonstrate ability to build strong business relationships within the site and across the business.
- A proactive approach to problem solving, taking ownership of issues and having the determination to follow through. Escalate issues as appropriate.
- Ability to use creative problem solving techniques to solve business issues.
- Good project management, and analytical skills.
- Good knowledge of MS Access, Excel, PowerPoint, and Word.
- Experience of working / partnering with Risk, Audit and Compliance to meet the overall organizational plans.
- Able to demonstrate Customer/Stakeholder focus by handling varied levels/ complexities of client contacts and issues.obj