Sr. Manager- Operations

2 weeks ago

bangalore, India Saaki Argus & Averil Consulting Full time

About Client:


A Leading Mortgage organization



Responsibilities

  • Ability to manage a large team. Thorough understanding of Operations & Service Delivery concepts, with a proven track record of delivering results
  • Ability to manage Account / LOB independently while maintaining a strong relationship with the clients
  • Strong passion towards customer experience, orientation towards quality/defect management. Exposure to quality concepts and Lean / Sigma would be an advantage.
  • Strong leadership skills and ability to ensure team understands deliverables and business requirements
  • Strong people management skills with ability to set / get alignment toward direction
  • Attention to detail and also has ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
  • Analytically approaches a problem with a critical eye; uses data to make decisions and influences stakeholders with analysis
  • Employee retention and engagement
  • Design an effective service delivery model, align systems and resources
  • Review quality systems, close loop with training teams for continuous development
  • To formulate plans/ practices that enables the team to maximize their output in terms of productivity and accuracy.
  • To positively respond to peak work volume/ pressure situations and have a motivating influence on the team.
  • To track the process for workflow, tracking team performance, deployment of resources and capacity planning.
  • To identify and mentor/coach non-performers in the team
  • Ensure alignment of best practices across teams in the Operations Stream
  • Effectively manage shift operations
  • Document behavior as applicable, as outlined in the Disciplinary process
  • Develop job knowledge through hands-on approach
  • Responsible for development of team including guiding and mentoring team members



Skills/Competencies require

  • Minimum of 6 - 8 years of team management experience
  • Think out of the box, capable of articulating new ideas and changes and getting them implemented in quick time
  • Articulate & good communication and excellent relationship building skills
  • Good analytical skills
  • Ability to work in shifts, weekends on a need basis
  • Flexibility to work in any shift, based on business requirements
  • Excellent interpersonal skills.



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