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Sr. Manager- Operations
2 weeks ago
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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