Deputy manager - Verification Specialist

Job Overview

The role will be responsible for playing a key role in client servicing and operation management for verification service for existing and prospective clients. This role involves interacting with clients on regular basis, and ensuring team delivers as per agreed SLAs, timely reporting, compliant addressal and enquiry management, collaborating with internal stakeholders across operations, finance, quality, IT, and other departments to deliver accurate and timely insights for client and internal reporting.

Duties & Responsibilities

Strategic Reporting and Data Analytics

• Monitor Key Performance Indicators (KPIs) to track the performance.
• Liaison with the verification services partner with respect to process adherence required and timelines.
• Set out quality standards for various operational areas, ensuring minimization of TAT and insufficiencies.
• Ensure preparation of Standard Operating Procedures (SOPs), PPTs, Proposal and Process documents.
• Achieve the Service Level Agreement's through process enhancements, monitoring key deliverables and tracking key indicators of the business for the department.
• Train & monitor performance of the team members to maintain excellence in the process operations.
• Manage and adhere to the ISO objectives of the department with respect to productivity, utilization, accuracy & customer satisfaction
• Ensure reports undergo quality check and submitted in timely manner.
• Create reports and MIS to effectively communicate insights to key stakeholders.
• Interact with existing clients to troubleshoot & take feedback on service levels.
• Ensuring minimization of errors & mitigation of risks through constant monitoring.
• Drive internal & external customer satisfaction

Stakeholder Engagement and Process Optimization

• Establish and maintain contact with various internal departments, ensuring delivery on operational requirements.
• Manage internal processes on behalf of client governments, including reporting, compliance, customer support.

Compliance

• Ensure compliance with the company’s information security policies and procedures.

Environment, Social & Governance

• Promote judicious use of natural resources.

Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.

Anti Bribery Management Systems (ABMS)

• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
• Understanding of ethical standards and the importance of integrity in business practices.

Education

• Graduate/Postgraduate or Global Equivalent degree.

Experience

• 3 - 4 years of relevant work experience.
• Experience in the verification services industry.
• Expert (advanced level knowledge and usage) of Microsoft Excel, Pivot tables, Graphs.
• Expert in Client Servicing and relationship Management
• Expert ability to do data mining
• High proficiency in data management and use of databases.
• Ability to combine, analyse and present data from different sources/databases.