13+ years' experience in operations management- 6+ years of people management experience- Experience interpreting data to make business recommendations- Relevant experience of managing large teams- Proven experience across the domain of Risk Management & Fraud.- Proven track record of driving change and innovation- Demonstrated ability to manage and develop large high performance teams- Deep understanding of principles of HC Planning and workforce managementJob summaryKey job responsibilitiesBasic Operations:- Manage site operations and delivery on key business metrics of quality, productivity and service levels in a production environment- Work closely with the global program owners to design and deploy business strategies- Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals.People management:- Responsible for creating employee engagement, development and growth mechanisms. Enabling the next level managers in creating succession plans and talent development- Will manage the organization structure and hiring for his entire team, so that it can deliver as per scale and future growth.- Will represent the team, including all managers in the appraisal process.Process Improvements:- Build deep business & domain knowledge to partners with program owners to identify process/ tool & SOP gaps and recommend solutions.- Partner with support functions such as WF/Ops Analytics team to drive operational excellence and process improvement.- Drive innovation within the team to improve operational efficiencies and customer experienceThe person should be an innovative, results driven professional with solid people skills and a strong problem solving capability. He or she will be responsible for driving global strategy and initiatives. He / she will collaborate with key business partners and stakeholders to identify improvement opportunities. The key to success in this role is the ability to understand the vision and make independent decisions with sound judgment to manage their teams to attain that vision. This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influences teams.- Proven ability to understand and manage complex systems- Extensive experience as a manager of managers with consistent top performance- Demonstrate ability to influence, manage, and present ideas via clear written and verbal communication.- Understanding of Lean and Six Sigma and demonstrate familiarity with technical systems- Deep understanding of principles of HC Planning and workforce management.- Possess exceptional leadership, managerial, interpersonal, analytical, data mining and project management skills- Post -graduation degree in management
