• KayZen Group - Service Delivery Leader - BPO Jobs in Multiple Locations - 23839242

  • KayZen Group
  • Multiple Locations

Job Description:

We have been retained by one of the leading diversified services organisation offering both IT/ITeS support to companies across the globe We are looking for Service Delivery Leaders with X-Industry / Enterprise focus with experience in managing Voice &/or Non-Voice teams supporting multi-cultural clientele Position(s) are based in multiple locations (Bengaluru, Mumbai, Hyderabad, Chennai & Delhi NCR)

Service Delivery Leaders is responsible for supervising, organising, motivating, retaining and leading service deliver teams to ensure timely and accurate performance of stated functions The Individual would be responsible for transition of new or existing functions across different locations, as required The Individual is looked upon to influence key business stakeholders and manage relationships across business/business partner groups company wide

As a leader, Individual is expected to drive change and consistently enhance service quality and ensure compliance to all relevant regulatory, risk and compliance standards The individual is also required to manage and oversee day to day operations as assigned, alongside providing Senior Leadership support for functions being carried out

Ability to provide point of view to Business teams on client value proposition and operational excellence, knowledge and understanding of the industry/function level best practices and deployment are key expectations from the role

ESSENTIAL FUNCTIONS - Key Roles & Responsibilities - Percentage of Time

1Maintain regular liaison with the onshore team and line managers Develop, build and nurture strong business and strategic relationships with business partners and clients and identify new business opportunities wherever possible25%

2Ensure all business KPI?s are achieved through regional oversight 20%

3Drive people initiatives across assigned business groups including all employee engagement initiatives, talent management programs etc 20%

4Drive, develop and implement tools to manage and improve service quality thereby driving efficiencies for the assigned business groups15%

5Comply with all corporate policies and procedures Nurture an environment that proactively manages risk by increasing awareness, ownership and compliance to regulations, policies, procedures and controls10%

6Provide coaching and identify development opportunities for Direct reports10%


Business Expertise

The individual should have good knowledge of business operations in Banking & Financial Services industry Should have knowledge of local market / and its impact on business Should be conversant with Financial Product / Instrument domain insight and be able to drive cross functional projects across teams Should have core expertise in financial services operations preferably in Capital markets domain

Should have exposure to strong people management practices and be able to implement and drive employee engagement initiatives across business / sites

Possess financial acumen to optimize cost of delivery Should be able to define problems, collect data, establish facts, and draw valid conclusions Ability to read, analyse and interpret general business and economic environment and be able to comprehend and articulate its impact on the Organisation

Problem Solving

Individual will be required to ensure smooth functionality of the business operations Individual will have the responsibility to oversee the business operations for the assigned businesses / sites The Individual should be able to think innovatively Should be able to analyze different variables and have a high degree of problem solving skills

The Individual should be able to logically analyze and derive meaningful information and be able to build consensus around decisions and strategies

Nature & Area of Impact

This is a leadership role and hence should be able to work along with cross functional teams to provide strategic insights, goals etc thereby creating a competitive edge for the organization It would require equal focus on successful implementation of business priorities and people strategy for the assigned businesses

The job also involves interactions with business, business partners and other relevant stakeholders The individual would be responsible for supporting key business strategies annual plan through active consultation and collaboration The role would support across multiple business units Create/support an inclusive environment to manage/develop diverse talent and capabilities

Interactions / Interpersonal Skills

The position will need the individual to interact extensively within the organization locally and with business stakeholders globally The individual will be expected to operate in matrixed environment aligned to business/business partner and regional goals

The individual will be looked upon to influence key business stakeholders and manage relationships across business/business partner groups company wideWould require a high degree of interaction, consultation and collaboration with Business and Business Partner groupsShould have the ability to work under pressure and manage multiple clients / functions and teams working across various time zones and should be able to effectively communicate across local and onshore stakeholders, teams and employees

Domain Attributes

- Experience in managing multiple teams and stakeholders

- Ability to lead from the front by taking lead in complex problem resolution

- Ability to deal with ambiguity and respond in a timely manner Have a strong cognitive ability to understand the business and operational flows

- Experience in conceptualizing and managing the relevant change programs

- Responsible for SLA delivery

- Resolve complex problems, using judgment to identify a range of current and future options and take action or make recommendations appropriate Analyze and put together disparate pieces of information to conceptualize solutions

- Continually look for improvements to processes within functional area

- Establish effective working relationships with peer group Having the sense of responsibility, the sense of ownership, to step in, to try to solve any problem ? and the humility to step back and embrace the better ideas of others

- Act as a signatory on behalf of the business, checking and authorizing transactions in accordance with established authority levels, procedures and controls Face off the Exchanges, clearing houses and clearing brokers along with the business and IT teams from operations perspective

- Continually review processes, procedures and systems, in conjunction with the rest of the business and customers to ensure that opportunities for improvement are recognized and acted upon and changing customer needs are met Create a strong zero operational risk tolerance culture Develop robust controls in the processes

- Identify performance/ training requirements for team, providing constructive feedback and coaching Create talent vitality index for the team and ensure it is set at the highest level Foster the ?team? culture and reduce key person dependability Create challenging opportunities for the team

- Ability to understand the regulatory changes in global markets and ability to comprehend the impact on the business and ensure to implement changes along with business, compliance and other operations teams

Secondary Skills


1 Ability to communicate effectively (oral & written)

2 Ability to develop documents and decks for senior management

3 Strong interpersonal skills

4 Ability to take the initiative in engaging people

Analytical abilities

5 Has a natural intellectual curiosity

6 Attention to detail

7 Strong analytical / business problem-solving skills

8 Able to ?connect the dots?

Time management skills

9 Well organized & able to clearly present results of work

10 Ability to work under pressure and to deadlines

11 Ability to manage own time

Drive and Motivation

12 Passion for change

13 Self-confident

14 Self-driven and requiring minimal instructions

15 Diligent, thorough, shows initiative and is proactive

Should you be interested, feel free to give me a call on +91 85530 23272 / +91 98198 54069

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 18th Apr 2020

Key Skills:

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