General Manager - L&P

Qualification:

Post Graduate (preferably MBA)

Responsibility:

Business / Customer:

-

• • Manage Service Level Agreements / metrics as decided with the client.
• • Deliver on Financial goals for the business – Customer Profitability.
• • Certify controls laid down by the business to ensure successful audit by client and external party.
• • Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.
• • Manage customer relationships through regular communication with clients.
• • Proactively identify opportunities for additional business with customer.
• • Participate in management discussions (Governance discussion, Management forums with customer).
• • Effective forward planning in terms of process delivery, people & client engagement.
• • Identify & Optimize key cost drivers.
• • Identify opportunities for Growth.
• • Conduct regular business reviews with internal and external stakeholders.
• • Aligning the targets in line of the targets of Vertical & achieving the business results.

Project / Process:

:

• • Sponsor/Champion process improvement projects to improve process efficiencies.
• • Work with support functions to enable infrastructure support to team and ensure zero downtime.
• • Resource utilization and scheduling of end to end work.
• • Prepare for infrastructure and other growth related requirements while working with the PMO team.
• • Review documentation and knowledge transfer as per the project plan.
• • Drive knowledge management and continuous up skilling of the team.
• • Plan for resources based on volume projection and current available head count and allocate responsibilities.
• • Adopt best practices from other processes / verticals etc.
• • Share value addition and best practices across teams.
• • Manage and resolve escalations and issues raised by customers.
• • Prepare and report process performance metrics to stakeholders.
• • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
• • Analyze customer feedback at desired intervals and initiate ways to improve the score.
• • Ensure the team meets the accuracy, productivity and consistency index, as agreed with the client and defined in the SLA documents for respective processes, on weekly and monthly basis and report out the same to key stakeholders.
• • Facilitate knowledge sharing and capture within and across teams.
• • Approve disbursement / transfer / loan requests as per limits assigned.
• • Ensure adherence to applicable regulations ( particularly SAS 70, Statutory Audit and rule 38a1 of Internal revenue services) of all Life Insurance processes as laid out in process documentation processing involving MoneyIn, Moneyout, Disbursement, Loan, Death Claim, Premium payment, Billing etc.

People / Team:

:

• • Guide and coach the team.
• • Facilitate knowledge sharing and capture within and across teams.
• • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
• • Conduct 11s to gauge the pulse of the team members (TLs and above) and support development.
• • Conduct performance appraisals for team members– provide input into the learning and career plans for team members, drive performance and address any issues.
• • Identify critical/high potential resources and chart career path/growth plan.
• • Manage attrition through skip level meetings, planning interventions, engagement calendars.
• • Deliver communication received from senior management to the team members though town halls, team meetings.
• • Participate in organizational initiatives such as recruitment drives, training programs etc.
• • Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML) and Continuing Education Requirements.

Must Have Skills

• MS Excel
• MS Office
• MS Word

Good To Have Skills

• Speaking English

Employee Status : Full Time Employee

Shift : Day Job

Travel : No