GLOBAL BPM AND IT SOLUTIONS PRIVATE LIMITED
Location
Chennai | India
Job description
Job Description A. Roles & Responsibilities Managers will act as an escalation point for the team lead population and liaise frequently with SOW management to solution complex inquiries. Managers will be responsible for ensuring that the process has adequate staffing at all times, fulfills all audit and internal governance requirements and develops and maintains a knowledgeable, tenured operator population. Management responsibilities will include, but are not limited to: Identifying, substantiating and articulated suggested process changes and their projected impact Managing the team lead population and ensuring that regular feedback and development plans is taking place at all levels Ensuring that all internal risk and controls and governance requirements are being met at all times – Implement strong controls to ensure all risk items are reported to management within 24 hours Ensuring adequate process coverage always, including accounting for vacation planning and contingency scenarios, Regular Review of Capacity planning and Team Succession plan Assisting in the implementation, testing and successful operator usage of Client-led automation and streamlining initiatives Leveraging reporting tools and insight provided by team leads to ensure the accurate, on-time delivery of investigations messaging, case creation, closure and all other aspects of the investigations process Working collaboratively with SOW management to enhance the client experience of Client clients interacting with the investigations group Frequent communication with Citi Clients and Remote Management teams. Regular phone calls including Skype with prepared relevant updates and MIS review
B. Core Process Activities - Understanding of WIRE/SEPA/BACS/FASTER Payments &; Back-Valuation concepts. Understanding of the scope of wire investigations for all currencies, Effective escalation on all case handling queries Strong Leadership skills, Manage Change across lead the team. Ensure all teams function at a high standard in a pressured environment Ability to lead the team and function at a high level under pressure Ability to develop staff at all levels within the space continuously to retain and enhance talent Strong level of understanding of metrics/reporting to be able to review any issues that operators raises All Aged cases over 13 Days to be reviewed by Manager with relevant systemic update Ability to clearly communicate to stakeholders on the Client side effectively and work collaboratively to solution any potential issues Regular Trend analysis, Effective escalation and leading from the front until issues resolved. Act like a leader and ensure set good example – Creative thinking and challenge where necessary Ability to effectively manage initiatives and regular updates to stakeholders Ability to manage defined goals and ensure the staff understands their contribution to the business objectives Takes overall responsibility of the Team. Responsible for the Indicators of the Team. Guides Asst. Manager, Team Leaders in day-to-day operations whenever required. Does Capacity Planning and resource allocation for the Team. Is responsible for implementing and adhering to SLA’s and agreed KPI’s. Analyses defects, focuses on process improvements. Regular review of process. Work to eliminate manual touchpoints where appropriate. Manage change effectively Responsible for setting targets for Asst. Manager, Team Leaders and Processors. Update Team of process changes; communicate feedback received from Clients/Customers to the Team. All process changes to be agreed by Client Adhere to all control policies and ensure random sampling is conducted on a weekly basis – File review analysis to be completed weekly Involved with training and feedback of Team Personnel. To work together in tandem as a team and support the Operations Head in effectively and consistently delivering superior processes to customers. Responsible for ensuring the Teams are adhering to all the process SLA’s and KPI’s Effective escalation and ensure all cases are handheld until fully closed - Root cause analysis done on each case to avoid any re-occurrences. Coordinating with Transition Team during migration Phase Of Processes. Undertakes regular reviews of the efficiency and effectiveness of operational processes within own area of responsibility to identify opportunities to eliminate waste and improve efficiency and performance Provides direction, support and guidance to direct reports and functional teams within own area of responsibility to create and foster an environment of continuous improvement. Supports tough people decisions to ensure people performance is aligned with organization Effective Management of individual and team performance issues – Hosts regular Management / Team Leader meetings with monthly documented QCM’s and weekly Team Meetings and bi-weekly staff 1-2-1’s Delivers as per Service Level Agreement at all times. Ensure service quality (KPI's) is maintained. Responsible for the Team to Identify Process Risks and suggesting suitable controls. Ensure no instance of SIRT / Fraud in the Team. Effective Management to ensure all Controls are adhered to by all Staff Check productivity of the reporting Team - Ensure resolution expectancy is adhered to Responsible for Team to identify opportunities for process improvement and automation. Mentor Change Management including automation initiatives including transformation and robotics, and drive productivity milestones Manage large teams based across different locations in India and ensure smooth delivery Manage critical client stakeholders and ensure customer satisfaction Update team / floor of all learning’s / new information received and conduct meeting with team to forecast volumes, holidays, training, key issues and priorities for the week Notify and ensure security administration within 24 hours for deletion of all IDs of employees no longer working in the unit Ensure various reports/MIS dashboards, handover reports, sweep reports etc. are sent at defined frequency Check Investigator message / work-lists for open escalation status and prioritize for actions. Update Morning/Night shift supervisor on calls to be made to treasury, RPC & DSC or any other escalation to be done. Mails (Handover meeting prior to start of day) are sent as part of hands off (if any) to the next shift Supervisor Regular review of training documentation and upskilling of team – Encourage cross training initiatives Establish strong network with Inter-departments and identify opportunities to help reduce turnaround time of queries. Ensure Risk review is completed for the respective Team. Responsible for Internal/External Audits and controls. Perform Quarterly review on Risk Control and Self-Assessment and submit to the Business. Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures. Ensure Talent Retention Targets are met both internal and external. WFM Team to be appraised on Hiring requirements on a Bi-weekly basis. C. Other Activities – Ensure all the Infosec policies are adhered to. Willing to work in rotational shifts (Night shift – as and when required) Comprehend customers queries / complains / comments Provide quick and effective resolution to the customer's queries Ability to manage work efficiently with minimum guidance Is able to communicate clearly, both written and in speech Should be willing to take quality Feedback and show improvements in the upcoming reviews. Should be a quick Learner and Team player. Adherence to all Mandatory Trainings/Leaves (Both Client and company) for self and Team. Schedule Competency/Skill Improvement Training for aspiring Team leaders and advisors. Experience : Overall Experience of 8-10 years in Banking Domain with 5+ years of Core Funds Transfer/Payment. Investigations Experience and should have handled a Team size of 30+ members. Should have in depth knowledge and hands on experience in all Investigation query types such as Return of funds, Unable to Apply, Amendment, BCNR, Recall, OFAC, FATF, fraud, Back-Valuation and other adhoc query classifications Should have exceptional knowledge in Swift fields and Formatting. Experience in Investigation with knowledge in WIRE/SEPA/BACS/FASTER Payments. Need to have experience of performance review and appraisals of Asst. Managers, Team Leaders and their reporting staffs. Experienced in Managing client interactions both via email and telephonic conversations Technical Competencies: Hands on experience on working with Microsoft Office applications – Word, Excel , Access and PowerPoint. Working Knowledge on Microsoft SharePoint (preferred). Should be able to work on multiple applications simultaneously.Job tags
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