Job: Process Manager-KPO-Bangalore-4yrs+-10-14lakhs

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Title Process Manager-KPO-Bangalore-4yrs+-10-14lakhs
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Categories BPO-Jobs
Salary 10-14lakhs
Total Yrs Of Experience Required 4+yrs
Job Location Bangalore
Job Description

Our client is one of the fastest growing KPOs in India.Our client is the 4th largest Insurance Brokerage and Risk Management Firm in the world listed on NYSE and included in the Forbes Magazine’s Platinum 400 Best Big Companies in America. Our global strength is more than 13500 and our revenue is more than $ 2 Billion. Client have started our operations in Pune in the year 2006.


Our client is looking for Service Delivery Manager(Process Manager) for Bangalore location

This role is part of Finance and Accounts function

Job Description as below

CA-Chartered Accountant mandatory for the role

Flexible for Shifts, Rotation shifts

JOB DESCRIPTION – Process Manager[ Back Office]

Past Experience
ü Should have been a an AM – Operations at least for 1 year in his/her previous role
ü Minimum span of control – 30-40 (though 40-50 would be ideal)
ü Prior relevant experience of 5 to 7 years in F&A process is mandatory
ü Working knowledge of PI tools like Lean / Six Sigma would be beneficial though not mandatory
ü Overseas transition experience. At least 1 or 2 onsite assignment would be preferred

Basic Competencies (moderate- strong for at least 4 out of 6 below)

· Demonstrates strong interpersonal skills – is able to build a climate of trust and a healthy working relationship
· Willingness to make difficult and unpopular decisions
· Good issue identification and problem solving skills both at a process level as well as while handling people
· Strong with numbers – sound analytical skills reflecting capability of analyzing reports / MIS
· Good administrative skills – eg: keeping records simple with minimum duplication
· Capability of thinking out of the box / constantly looks for process efficiency opportunities

Other Skill sets
1. Good communication skills.
2. Good analytical skills.
3. Good people management skills.
4. Clear thought process.
5. Self-driven.
6. Open to Further Learning

Key Deliverable
Resource Planning (People, Infrastructure etc.): Plans and monitors the resource deployment (Team Size, Span, Shift
Utilization, Skill sets, technology enhancement) and ongoing monitoring for his / her specific process(es) IN ORDER TO ensure
budget assumptions compliance
People Development: Identifies training need for TLs, reviews training plans created by the TLs for their teams and monitors
training implementation for the specific process(es) IN ORDER TO ensure competency development across domain,
operations and personality
Transition Coordination: Develops plans, identifies people, coordinates infra and technology requirements with the transition
team for the specific process (es) IN ORDER TO deliver on target delivery model
Process definition & documentation: Provide inputs to finalize the process definition & documentation, signs off for the
specific process (es) within his/her purview IN ORDER TO finalize the To-Be process
SOW / Metric Determination: Provides inputs from an operations perspective to the SOW IN ORDER TO complete the
contractual process
Revenue Enhancement: Partners with other process leads on opportunities within existing service lines for growth IN ORDER
TO meet business objectives
CSAT Process: Creates the improvement plan in discussion with the customer IN ORDER TO enhance customer satisfaction
Business Transformation: Implements identified opportunities IN ORDER TO impact client business metrics

Roles & Responsibilities
1. Deliver the Services with defined Service Level Commitments
2. Drive the operation effectively by following & applying the industry best practices
3. Drive the Escalation Management
4. Single point of contact for client for any escalation, projects & communication
5. Driving Process Improvement Program, Initiate and execute improvement and innovation programs
6. Drive Customer Service Management Review as well internal Management Reviews
7. Develop relevant, understandable and achievable yearly / quarterly objectives based on the process needs, to be cascaded
to team leads and defined on all levels
8. Integrate domain knowledge and business understanding to create superior solutions for client
9. Ensure the teams are aware of and adhere to company procedures and policies
10. Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained,
whether operational, administrative or management activities and staff
11. Mentor/consult with team members, other departments, and customers on complex issues
12. Maintain high morale, satisfied and productive staff
13. Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods
14. Identification of growth opportunities arising from service delivery
15. Identify Talent from the team & define the development plan for the employee

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