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Infosys
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Operations Manager

Operations Manager

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Infosys

10 - 12 years

Hyderabad

Posted:8 hours ago

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Job Description

Job Description:

Role Overview
The Operations Manager is responsible for end to end operational delivery people leadership client governance and performance management across Default Operations
The role ensures consistent achievement of SLA quality productivity compliance and financial objectives while maintaining strong risk and control standards
The Operations Manager will lead Team Leaders Assistant Managers and their teams drive operational excellence manage capacity and workforce requirements oversee quality and compliance governance and partner with clients and internal stakeholders to support GCC stabilization transitions transformation and continuous improvement initiatives

Key Responsibilities:

Key Responsibilities
Operations Delivery Management
Own end to end operational delivery across assigned Default Operations processes ensuring SLA quality productivity and turnaround time targets are consistently achieved
Lead and provide directions to Team Leaders Assistant Managers and ensure effective day to day management of their respective teams
Drive capacity planning workload allocation staffing and resource utilization based on forecasted volumes and business requirements
Monitor operational performance against defined KPIs and take timely corrective actions for performance gaps
Drive backlog management volume stabilization productivity improvement and operational efficiency across processes
Establish robust governance mechanisms for reviewing operational performance risks quality capacity and key deliverables
Own operational dashboards reporting management reviews and performance updates
Identify process gaps and implement sustainable solutions through root cause analysis and continuous improvement initiatives
Partner with Operations Training Quality Compliance Workforce Management and other support teams to improve service delivery
Ensure business continuity and appropriate contingency planning for critical operations
Risk Quality Compliance
Ensure adherence to US banking regulations data security requirements client specific controls policies and standard operating procedures
Own quality and risk governance across assigned processes including quality trends defect analysis calibration outcomes audit observations and control gaps
Ensure timely implementation and closure of corrective and preventive actions
Manage escalations related to quality disputes operational risks audit findings and compliance concerns
Ensure audit readiness and timely closure of internal client and regulatory audit observations
Drive root cause analysis for recurring defects and implement appropriate preventive controls
Maintain strong operational controls to minimize errors financial exposure compliance risk and customer impact
Ensure timely escalation of material operational and compliance risks to senior management and relevant stakeholders
People Management
Lead coach and develop Team Leaders Assistant Managers and their respective teams
Own performance management talent development succession planning capability building engagement and attrition control
Conduct regular one on one meetings performance reviews coaching and feedback sessions with direct reports
Review team performance identify development opportunities and create appropriate performance improvement plans where required
Build leadership capability within the team and develop a strong pipeline for future Team Lead Assistant Manager roles
Support hiring onboarding training cross skilling certification and ramp up activities
Promote a culture of accountability

Technical Requirements:

10 to 12 years of experience in Default Operations Default Servicing Banking Operations or Financial Services Operations
Minimum 3 years of experience in an Assistant Manager Operations Manager equivalent people management role
Experience managing Team Leaders Assistant Managers and medium to large operational teams preferred
Demonstrated experience in SLA management quality governance risk and compliance client management and operational reporting
Experience supporting transitions GCC operations process migrations stabilization or transformation initiatives preferred
Prior exposure to US banking lending loan servicing operations would be an advantage
Educational Qualification
Graduate in any discipline mandatory
MBA PGDM preferred but not mandatory
Certifications in Lean Six Sigma Operations Management Project Management or Quality Management would be an added advantage

Additional Responsibilities:

Location Hyderabad
Shift Timings Night shift
Work Mode All 5 Days Work from office Nonnegotiable

Preferred Skills: BPM – JL5B->JL5B - BPM

Skills Required

Performance Management Operational Excellence Continuous Improvement Delivery Management Capacity Planning Staffing Resource Utilization Productivity Improvement Root Cause Analysis Quality Compliance Workforce Management Service Delivery

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Operations Manager