Program Manager - Loans

Location

Pune | India

Job description

JOB DESCRIPTION

The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement, and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. Besides, the leader must demonstrate a capacity to transform, align, and energize organization resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual, and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

Senior Process Manager Roles & responsibilities:

• Take leadership role independently managing back office operations
• Client Management - establish self as a valued partner and work closely to achieve goals defined
• Independently handle all client escalations and lead mitigation steps to prevent future escalations
• Manage team of 70 plus people - training, onboarding, resource allocation, delivery management, performance appraisals, mentoring etc.
• Help knowledge management endeavour by sharing process knowledge and best practices within the teams
• Lead various quality initiatives across processes managed
• Responsible for Business continuity, transformation and various audits

Functional & Technical Skills:

• Bachelor's Degree in B. Com /BBM or Master's Degree in M. Com/MBA/PGDM
• 15 to 20 years of experience in handling team of minimum 70 members and has good experience and knowledge of Investment Banking Operations, especially syndicated Loans
• Conceptualize, design and deliver high-quality solutions and insightful analysis on a variety of projects ranging in both complexity and scope.
• Knowledge of / prior experience with offshoring processes and methodologies highly preferred.
• Proven track record of managing complex Operations.
• Ability to meet client expectations with respect to SLAs, KPI and KRIs.
• Delivery of productivity gains and identify and implement process improvements.
• Possess strategic perspective, business acumen, action orientation and drive for results.
• Ability to present and lead client meetings with senior internal and external stakeholders.
• Ability to understand and analyze complex problems, methodically devise and present a solution, and apply sound judgment independently.
• Well-organized with ability to prioritize effectively and multi-task, while working independently. Track record of coping with pressured timelines and deliverables.
• Should be good with logical and quantitative abilities.
• Ability to manage and complete specific tasks with minimal direction
• Should be able to act fast and decisively when dealing with critical situations - ability to read situations and act in minutes
• Willingness to continuously learn, upgrade skills and stay relevant to business demands
• Excellent interpersonal skills - ability to network and earn confidence of diverse Client personnel plus interaction with and management of eClerx India based operations team.

ABOUT THE TEAM

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

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