Your key responsibilities
Technical Expertise
- Being a subject matter expert in the process and possess strong understanding and ability to interpret client s company structure, applicability of different entity attributes and relationships in accordance with audit client and affiliate definition as per EYG Independence policy
- Achieve mastery in the use of various internal Independence tools
- Consistently drive team to deliver high-quality project outcomes by thoroughly understanding audit/pursuit team requirements and adhering to best practices and standard operating procedures
- Expertise in performing secondary research using a wide range of internal and external databases
- Effectively facilitate and implement process changes/updates, ensuring comprehensive knowledge sharing sessions are conducted
- Establish strong credibility by consistently sharing deep insights and technical expertise, and actively engaging in high-level discussions with both engagement teams and stakeholders
- Continuously develop and refine technical expertise in Independence processes, positioning oneself as a go-to subject matter expert within the team
- Ensuring process documents and SOPs are updated periodically and approved timely.
- Lead the process training schedules for new and existing members of the team
- Effectively address & resolve service delivery issues / escalations using tools like RCA (Root cause analysis) and CAPA (Corrective and preventive actions)
- Conduct second level audits for reviewers in the team to ensure strong quality assurance model is maintained.
- Act as an account manager for assigned accounts and effectively coordinate with the client serving teams to provide high quality deliverables and positive client experience.
- Consistently evaluate current processes and propose innovative solutions or ideas to enhance efficiency and drive improvements.
- Understand and work towards to meet/exceed the defined individual and team level KPIs for the role.
Client Management
- Maintain regular and proactive communication with audit/pursuit teams to keep them informed about project progress, potential issues and any changes in timelines or scope.
- Conduct regular client satisfaction surveys to gauge their experience and identify areas for improvement.
- Actively engage with Global Independence to implement any process changes, enhancements and improvements.
- Develop effective conflict resolution and escalation management strategies to address and resolve any issues or escalations promptly and professionally.
- Establish and monitor key performance indicators (KPIs) related to client management to ensure high standards of service delivery.
- Act as a point of contact between the client teams, members of other Independence competencies, and relevant GDS functions to effectively coordinate efforts for a project/request.
Operations Management
- Oversee volume inflows, strategize resource allocation and ensure adherence to work-flow protocol and tools.
- Contribute towards financial planning.
- Contribute towards reporting activities prepared for internal and external stakeholders
- Prepare and monitor key performance indicators (KPIs) for the team.
- Participate towards Service Function/Sub Service Function strategic initiatives.
People Management
- Will be handling team of approx. 10-30 team members.
- Maintain open and transparent communication channels with team members to ensure clarity of expectations and foster a collaborative environment.
- Manages performance of team members-from setting goals to assessing performance against goals to providing performance feedback.
- Foster a culture of engagement by recognizing and rewarding team members contributions and encouraging their participation in decision-making processes.
- Coaches and mentors team members for professional development and recommends training requirements to address identified gaps.
- Promote a healthy work-life balance by encouraging flexible working arrangements and supporting team members well-being.
Skills and attributes for success
- Act as first point of contact for guidance to the team and as well for the stakeholders.
- Lead and drive transformation initiatives on process improvements and client enablement to enhance efficiency and effectiveness for the team.
- Responsible for achieving customer satisfaction / project critical success factors.
- Demonstrate strong problem solving and critical thinking abilities to navigate through complex situations.
- Must possess a client- centric and enablement mindset which involves continuously seeking ways to improve service delivery.
- Possess strong communication and inter-personal skills.
- Foster a diverse and inclusive team environment where all members feel valued and included.
- Uphold and drive the highest standards of ethics, integrity, and values.
- Must be adaptable and agile in dynamic situations, facilitating change management.
- Innovative mindset with proficiency in using current technologies and willingness to adapt to new digital tools to enhance efficiency.
To qualify for the role, you must have
- Masters/post-graduate degree from a reputed institute.
- At least 7-8 years of professional experience, out of which some experience should have
- Compliance or research functions in Big 4 or other professional service organizations
- Managing reasonably mid-size teams (10 - 20 team members)
- Experience in Risk Management/Independence would be preferred
- Candidates with exposure of handing client interactions would be preferred.
- Well-developed analytical, interpersonal, and communication (both verbal and written) skills in English
- Good understanding of type of company structures, Ownership structures, audit and risk management concepts.
- Experience in performing external research and exposure to performing data analysis and interpretation of output.
Technologies and Tools
- Experience in MS Office (Outlook, MS Word, MS Excel, SharePoint etc.)
- Proficiency in project management and business analytics tools such as Power BI, along with basic knowledge of lean methodologies like Value Stream Mapping, 5Why and 5S, is preferred.
- Prior knowledge of Private equity domains along with navigating external databases like Capital IQ, Factiva
- Knowledge of future technology- like Gen-AI related.
