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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
To drive delivery of SLAs as agreed with stakeholders and manage & improve process and people capabilities to achieve operational goalsPrinciple Accountabilities 1.Delivering to the Customer / Client To know the purpose of existence of the team and to be able to deliver to the client on time, to the right quality and keep every promise that is made. To be able to honor the commitments made to internal stakeholders at all times. 2.SLA Management Manage SLAs on Accuracy, productivity and TAT per agreed standards with internal/external stakeholders to ensure the smooth and efficient deliveries Responsible for managing available resources (people, process) effectively to ensure operational efficiency 3.Stakeholder Management Maintain a day to day stakeholder interaction & develop relationship with first line managers of operating companies for constant flow of information on performance (daily, weekly, monthly), exceptions, expectations, forecasts, process changes and new opportunities 4.Performance Management & People Development Should have a view of the competencies, potential and performance levels of team to be able to create development plans for skill requirements ( manage & mentor average performing PLs & all Associates & Sr. Associates) Responsible for setting goals for team, reviewing and giving timely and objective feedback to all teams with a view to identify skill and competency gaps and develop learning plans Responsible for implementing people development plans for current and future skill requirements of the team Responsible for ensuring an engaged workforce with a view of levels of engagement and intent to stay of team 5.Compliance Effectively drive a culture of adherence to policies & procedures by the team as per organization s standards and laid out SOPs Maintain performance on risk and compliance & highlight areas of improvement in operations risk 6.Exception Management Report & highlight exceptions on processes, people, policies and escalate decisioning on the same wherever required Framework & Boundaries Master Service Agreement and SLAs signed off with operating companies Relevant regulatory authorities like FCA / FSR, the Pensions Trust, DWP, etc. SOPs and Company policies Organization Relationships Subordinates Day to day interaction with DRs to review and provide advice on exceptions Monthly one-on-ones with team members for performance review Need based team meetings to appraise of developments & updates Superiors Weekly review and reporting on BAU with Reporting Manager (RM) Fortnightly/Weekly operational review meetings Monthly one on one meetings with the RM Need based / escalation based interactions Essential:Understanding of insurance and/or financial services sectors Desirable: Fundamentals of operations management, quality tools Skills & Abilities Essential: Analytical ability and Decision making Communication, Influencing and Negotiation skills Leadership and People management Planning and Organizing Resource Management ,
Keyskills :
multiple pmi sales sla process negotiation management quality environment operations kaizen ervice customer stakeholder performance team