IJP Code Total Requirement1 Required QualificationB.Com Graduate / MBA Required Experience8-10 years- Minimum of 5 years in the role of a Manager with direct reporting (Experiencce with span of control- Minimum 50 members) Shift timingsUS SHIFT Required DesignationOperations Manager LocationBangalore Last Date for Application
Roles and Responsibilities Responsible fora team of 60 individuals across Bangalore, Nanhai & Krakow delivery center. Approx 30 individuals will report locally into the Global Process Owner in Bangalore, while there will be Teams in Nanhai & Krakow also reporting in dotted line Operates as Subject Matter Expert for P2P processes. All initiatives of transformation will have to be lead by the GPO along with complete responsibility for service delivery Responsible for production Planning & meeting of KPI / SLA Responsible to develop & groom team members to grown within organization Responsible to update DTP & SOP in regular intervals Responsible to maintain good rapport with the customer Responsible to provide daily performance updates to both senior management & customer Responsible to initiate continuous process improvements within process thru different tools, such as six sigma Identify and communicate potential risks and failure points Will be first point of contact escalation for the team & Customer Participate in Special projects to drive efficiency One to one performance feed back to team members on regular intervals Handles complex client specific queries, issues or escalations within the client context Drives process redesign to ensure improvement within client context Establishes and monitors the control framework within the client processes context Proven project management skills especially with complex engagements High Customer focus and ability to convert customer expectations into results or push back on unreasonable demands Ability to manage process in pilot stages and helping team managers to move process from Pilot to BAU without any lags The role holder must comply with all the Quality Management System (QMS),Business Continuity Management System (BCMS) and Information Security Management System (ISMS)requirements and guidelines of the organization
Required Skills 8 to 10 years of P2P experience Expert on the P2P end to end process. To start with, the Client processes in scope for P2P are Indexing, Invoice processing, Payments, AP helpdesk & VMD Good knowledge on the GPM methodology and will be absorbed into delivery in the run phase. Very strong on the documentation of the processes. Experience in GPM transition (Alignment/ Impact Assessment) would be and added advantage, as he/ she will be driving the alignment exercise with support from two experienced P2P SMEs Strong Analytical skills include identifying, forecasting and resolving problems Multi tasking & Ability to work independently with minimum supervision Sound People Management & Communication Skills Flexible about work content, timings and location. Individual will be responsible for client P2P processes covering North America, Europe & Asia Pacific
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases