Manager

Job Description

Job Description Manager – Service delivery will require the candidate to small engagements in financial services operations environment. It will involve both build and run part of engagement/projects and delivering the objectives agreed with the client and onshore stakeholders. The role will manage a team of ~50+ people in the delivery of services across multiple clients in same geography. The ability to engage and communicate with clients, onshore stakeholders, engagement teams and KGS Management along with good people management skills and experience are therefore essential, with a demonstrated track record of having successfully led large teams in an operation environment. In addition, the role will be required to build an understanding of various technology platforms used to support the client delivery with a focus on process standardization and improvement to ensure our services are delivered to a high quality at low cost. The role will involve working with several internal functions, so the ability to proactively build and maintain internal networks will be key to the success of the role. Responsibilities The job responsibilities include: Lead & manage processes for the client, ensuring effective operational delivery to customers Maintain day to day client relationship activities and provide input, preparation and support to contractual Service Reviews Maintenance of Service Levels of the team and by overall engagement encompassing productivity, quality-based outcomes, thus, ensuring high level of customer service at all times Actively protecting the client’s interest at all times in every aspect of client delivery including complying with statutory regulations & legislation, maintaining highest standards of quality and ensuring that the potential risk to company arising out of operational lapses are minimized. Transition and project set-up in KGS, working in collaboration with internal, onshore and client stakeholders, involving key aspects viz. resourcing, technology set-up, knowledge transfer etc., and leading project to BAU mode in smooth and seamless manner. Reporting of issues of concern and risk to KGS Leadership, and where appropriate, to the client on a timely basis and pro-actively ensuring problems/issues are identified and solved. Aim to operate at industry best practice level, where applicable and initiate & support process improvements to achieve higher levels of efficiency & effectiveness to maximize productivity gains and achieve consistency in delivery across various delivery sites, as applicable. Owning and driving People Agenda encompassing, Colleague Engagement, Performance Management, Learning & Development, Resourcing, Retention & Attrition and similar key themes as apt. Attract and retain top talent, drive people development through identifying and implementing required trainings and driving GPS (Global People Survey) action plans. Drives operational excellence – Enable culture of continuous improvement through brainstorming and harnessing new ideas and solutions, evaluate opportunities for improvement and apply industry best practices and benchmarks and plan for contingencies and on-time delivery Building and developing relationships with key clients, identifying potential business opportunities, and participating in business development activities to win new clients. Actively seek, embrace and act upon 360 feedback #KGS Qualifications Educational qualifications CA or CPA Work Experience Min 8- 10 yrs in an operational environment, with at least 3 years spent in leading Operations. Mandatory technical & functional skills Reconciliation tools & experience a plus, especially Blackline Strong command and ease of business English (spoken and written), native preferred Executive presence, able to interact directly with clients Previously led a team / experience leading teams Insurance, Banking and Asset Mgt experience a plus Audit experience a plus. Strong presentation skills and ability to engage senior stakeholders Awareness of the Regulatory & Compliance guidelines and other relevant legislation, procedures and processes Preferred background in Financial services industry, with exposure to Banking Operations and Risk Management, under the ambit of global service delivery set-up #KGS Show more Show less