JOB CONTENT:

Key Responsibilities:

• Design and develop an annual plan for the department and oversee the implementation and

execution and make necessary changes and corrections if required

• Works with the vertical heads and determine strategy and develop plans to achieve overall

business goals

• Build and maintain excellent working relationships and engagement with clients and ensure that

client needs are identified through regular consultation and/or collaboration.

• Solves complex service issues by proactively identifying and eliminating root cause barriers to

accuracy, productivity, and quality

• Implements change or develop new processes as necessary to provide improvements in

productivity, quality, or reduction in cost

Responsible for managing the team:

o Assess the utilization of the team and take corrective measures if required

o Organize regular team meetings to review and assess progress and provide updates as

required

o Identify training needs and ensure trainings are organized accordingly

o Conduct skip level meetings to gauge team morale and bridge gaps as required

o Handle grievances raised within the team

o Manage Performance of the team

Provide periodic performance feedback in one-on-one meetings

Conduct Performance Appraisals

PBP allocation for constant low performers

Manage rewards and recognition initiatives

• Manage change and the implementation of new programs and undertake Process Improvement

initiatives

• Minimize schedule and technical risk by foreseeing and addressing obstacles proactively

• Explore potential scope of business enhancement and create subsequent leads

Create and maintain financial budget for the team and manage P&L

• Interact with clients for major process related queries and provide regular reports on status and

progress of work

• Responsible for ensuring adherence of the productivity, quality and timelines standards defined

by the Service Level Agreements (SLAs) for the vertical

• Role to be considered as Individual contributor or People Manager basis business requirement.

JOB SKILLS:

• Knowledge of the Title/Mortgage/Accounting industry

• Excellent verbal and written communication skills

• Strong interpersonal, negotiation, query management and relationship building skills

• Strong business acumen and analytical skills

• Ability to deal with ambiguity and high pace of working

• High customer orientation including prompt response to emails/ queries

• Excellent business partnering skills, ability to persuade and influence business leaders

Basic Requirements:

Senior Manager Operations