Job : General Manager / Vice President (depending upon seniority)
Location : Hyderabad
Reporting to : Business Unit Head – Capital Markets and Knowledge Services.
Role : The role envisages account managing, mentoring and growing the Investment Banking back office operations processing, outsourced to our client - a Leading BPO, by one of the leading Global Investment Banks (Client). The dimensions are set to grow from 220 to 500 analysts by end 2007. There is every possibility that this will grow further. Extensive contact with Client and BPO teams will be required to ensure success in this role.
PRINCIPAL RESPONSIBILITIES :
Account Management and Service Delivery functions for the specific Global Investment banking client.
Contribute to the development of short and long term strategic business goals for the account while working together with the client
Lead opportunity identification and analysis teams.
Plan Operations “Ramp up” in line with Transition / Hiring plans.
Ensure smooth and successful transitioning of processes to offshore location.
Work with the Client and the BPO HR to identify and implement training needs within the group.
To be a key member of relevant Client Global Operations Management Teams e.g. Global Cash Equity Operations. Will be expected to attend Client Off-sites and Management meetings as the BPO Lead.
Structure and deliver a multi-year process excellence program for Client engagement,
Participate in Client’s Front to Back change and re-engineering initiatives on behalf of BPO (Our Client)
Create a second line of leadership by mentoring team members to scale to a higher role.
Manage attrition % by implementing good people practices which will increase employee morale. Create appropriate Retention strategies.
Focus on maximizing Customer Experience while optimizing costs.
To ensure that the process meets Client matrices, such as CSAT, Quality, etc by using a Balanced Score Card
Provide functional support and direction to the associates and team leaders in operations.
Mentor and assist new hires
Minimize Operational Risk and ensure compliance to SOW, SOP and agreed contractual parameters.
CRITICAL SKILLS REQUIRED :
• Excellent communication skills and high level of maturity is essential for success.
• Should have proven leadership and people management skills with large, multi-functional teams.
• Should possess good Relationship Management and Networking Skills to be on display with “internal” and “external” customer/s.
• Excellent Client Handling skills, with ability to present and articulate “points of view”.
• Proven ability to conceptualize and deliver successfully.
• Should have a Strategic Orientation and the ability to translate strategy into action plans
• Strong analytical skills with an ability to solve problems.
• Knowledge of PC applications, on-line tools and working knowledge of Reconciliation platforms.
• Expert knowledge of service procedures.
• Knowledge of quality and quality tools such as lean and six sigma would be desirable.
CANDIDATE SPECIFICATION :
• 15+ years of experience, with some relevant exposure to “capital market operations”
• Exposure to BPO environment is essential.
• Should have a proven track record of setting up and running a BPO Operation of min. 300 – 500 FTEs, including a process excellence program,
• Overseas experience in Capital Market operations would be a clear advantage.
Our Client is committed to delivering long-term benefits and measurable value to the customers through:
Business process re-engineering
Integrating technology with BPO
Knowledge services
Our client is uniquely positioned to service customer requirements by leveraging its tenets of quality and innovation, the best people talent, self sustaining process framework and domain knowledge. They offer customized service offerings; translating into the most flexible and cost effective services of the highest quality for our customers. With over 19,000 people, operating out of 9 different locations (India and Eastern Europe), our client has been a critical partner to all its customers in achieving their business goals. They service customers in various industries including Banking and Capital Markets, Insurance, Travel and Hospitality, Hi-Tech Manufacturing, Telecom and Healthcare sectors. Our client also has deep expertise in delivering process specific solutions in areas like Finance and Accounting, Procurement, HR Services, Loyalty Services and Knowledge Services.
Please respond with yout updated resume to
Vidush Mehta
President and Co-Founder
To realize your business potential,
You need the right set of PEOPLE.
Emploi Globale Consulting (P) Limited
1896, HSR Layout , Sector 2
Bangalore -560102 (India)
( (+91) 80 64528788-90,
): (+91) 99025 66477
*: vidush@emploiglobale.com Visit us at: www.emploiglobale.com
