Lead Operations

6 days ago

Salem, India First American India Full time
Company Summary

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. Corporate Services provides financial, legal and auditing solutions and lower operating costs by creating efficiency through innovative end-to-end processing solutions.

Job Summary

Activities

ExecutionParticipate and contribute towards department/ team level FSC goals/ projects/ process. Plan day to day activities and enable execution of operational deliverables (Process- Timelines, Accuracy). Conduct team huddles to discuss daily volumes and share process updates or any change in procedures. Conduct/ participate/ interact during weekly and biweekly touch point calls with onshore partners on updates/ issues/ escalations etc. as applicable to the process aligned to. Prepare risk and control matrix by assessing the process steps, share inputs with CI team and MANAGER for review. Understand challenges in the process, analyze, devise approach/ suggestions for improvements. Share approach with MANAGER for approval. On approval cascade changes with Team Members. Analyze and create reports weekly/ biweekly/ monthly on operational metrics along with KPI and share them with Onshore partners/ MANAGER as applicable. Monitor performance of team members and provide feedback regularly as required.

Execute given action plan for low performers and share updates with MANAGER on the progress. Create/ update DTP (Desktop Procedure) in compliance with DTP audit cycle. Conduct RCA on error deviation/ misses/ escalations along with CI (Continuous Improvement) team, provide feedback for improvement. Identify and report system/ application issues and resolve with the help of IT/ EAS (Enterprise Application Support). Perform User Acceptance Testing and support during DRS test (Disaster Recovery Swing). Conduct time study data and share reports with MANAGER.

QualityObserve issues, conduct RCA, recommend, and implement preventive actions. RCA to be completed for internally reported deviations. Define and implement the corrective action, discuss with MANAGER as per requirement.

Domain ExpertisePossess & display knowledge expertise in areas ofCash Management, Order Management and Reporting’s. Thorough understanding of process to help team members to resolve queries.

Key Operational DeliverablesExecute the given plan on operational deliverables (SLA) at a Sub-function level. Communicate plan to Team and ensure execution on- Productivity/Quality/Utilization/Capacity Planning/Training/Process Improvement & Recognition of Top Performers. Accountable for daily capacity output and quality targets of the sub function. Share progress of the process/ projects, discuss issues/challenges during weekly touch point calls with business. Provide performance data and RCA, suggest corrective action plan.

Process improvements-1. Contribute, promote, and drive innovation.2. Enable the team members to contribute towards process improvement ideas.3. Understand the idea and check on feasibility, analyze the impact, report findings to MANAGER for approval. On approval, implement idea or guide team members through the implementation process.

Talent Management

1. Identify development plan, guide, and track progress of Team Members’ IDP.2. Raise requisitions on workday, follow up with Talent Acquisition team, conduct interview on key technical skills, cultural fitness, process, domain expertise required for the role.

Attrition Management

1. Share inputs on early warning indicators with MANAGER.2. Identify key resources, provide support in decision making for retention with Manager.

People Management

1. Recognize team members in a timely manner thereby creating a culture of appreciation.2. Share updates on employee engagement activities for the month with Manager.3. Manage conflict/ address concerns shared by team members.

Performance management

1. Conduct performance goals review every quarter.2. Conduct monthly connect to check pulse, provide timely feedback conversations such as annual appraisals.3. Identify low performers, share inputs with MANAGER. Provide required support to enable better performance.

Risk and compliance

1. Accountable for implementation of ISMS policies for their respective functions (Information Security Management System).2. Ensure ISMS policies are being adhered to for the team.3. Ensure Business continuity is in place for all critical processes.

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out

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