Team Lead/ Assistant Manager – Suspense Management- Pune - GO/JC/241/2025

Job Description

Job Description Job Title: Team Lead/ Assistant Manager - Suspense Location: Pune Job Description Candidate should have Over all experience of 10+ Years of experience as Team Manager / Manager in (UK&E / US) Life and Pension Operations Extensive experience in Suspense Management (Schemes and Non-Schemes) (Mandatory) To lead the formation and development of the Journey Design and RCA Team for Suspense Management. This role requires the design as well as the continued development of the function. Work with the function heads of Suspense across all accounts to: Develop a structure & cadence for the Journey Design Team. This team will collate all requests for change in Suspense across all accounts ensuring risk partners are engaged and controls are applied. Develop and structure root cause analysis framework for suspense management across all accounts Own the build and roll-out of the target operating model for the Suspense function. Own the control of any roll-out from technology in any Suspense area ensuring adequate controls are built and maintained to drive better customer outcomes. Develop a location & structure to store agreed processes as well as all meeting artefacts. This role will be the custodian for all Suspense processes. Be the focal point of change within Suspense for each account, ensuring all changes are assessed and controlled through the design team in a timely manner. Work with PM’s & BA’s to ensure agreed changes are implemented effectively. Ensure all risks are recorded and can be related to the current version of process maps. Link in with other Utility Design teams to harmonise processes. Responsible for achievement of the financial targets for the cost centre Lead, motivate, counsel, develop and coach team managers to meet Utility Objectives Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. Manage stakeholder relationships. Assist the Operations team to challenge existing Customer Outcome Measures (COMs) / CSLs & suggest a realistic grid with reasonable logic. Assist & challenge the MI team to come up with data that adds value to the day-to-day operations & also makes business meetings more meaningful. Ensure reasonable level of awareness / knowledge about all the regulatory changes across the teams. Accurate forecasting of resources for any projects. Effective liaison with various departments to gain support and resolve issues Enforce adherence to security and data protection. Expand scope of operations to add value to the group. To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise. Maintain high level of motivation & engagement in the department. Should be Flexible to work in Shifts. Skills Required RoleTeam Lead/ Assistant Manager – Suspense Management- Pune Industry TypeITES/BPO/KPO Functional AreaITES/BPO/Customer Service Required Education Employment TypeFull Time, Permanent Key Skills BANKING INSURANCE DOMAIN SUSPENSE Other Information Job CodeGO/JC/241/2025 Recruiter NameMarilakshmi S Show more Show less