Job Description

:

- L7 Operations Manager

(Project Money Retirement Plan Services - Bangalore )

? Role & Responsibilities

Operational Governance & Reporting -

? Operations Management : Effectively monitor assigned divisions/LOB operations and become a successful interface between internal and external stakeholders

? Performance trend review and analysis : Identify team/division/LOB level performance trends using performance dashboard, take proactive & sustainable measures for competitive operations governance against contracted SLA's

? Operations Management/Leadership Reporting : Periodically review and report LOB metrics to sr. leadership along with performance improvement areas

? Operations Risk Management : Identify risk environment for the division/LOB, implement and manage effective controls

? Process Management Planning : Strategic allocation of responsibilities within the business unit (QC, WFM, trainer, production staff), assign AM/UM responsibilities to be in lines with changing business/stakeholders' requirements

? Manpower and Skill-Metrix : Periodic review of talent spread and skill matrix with timely governance of recruitment and onboarding of operations staff

? Problem Analysis and Resolution : Be able to perform and train AM's/UM' on identifying core challenges (team, individual, process, job, client etc.) and help create a solution-oriented team

Stakeholder Management/Client Relationship -

? Lead stakeholder connects and maintain effective client communication through available communication channels

? Ability to interpret organization, business as well as client requirements and act with agile approach

? Scheduled/ad-hoc governance and financial reporting

Service Level Agreement (SLA) & Compliance -

? SLA Management : Effectively monitor performance SLA and ensure smooth delivery of the committed volume

? Deep understanding of service levels and must have experience in client SLA management/adherence

? Compliance Adherence : Govern adherence of ISO/PCI compliance controls, audit requirements within the division/LOB and accountable to implement effective controls on identified s

Employee Centricity -

? Motivate aligned teams and foster a culture of continuous learning and skillset enhancement

? Be directly accountable towards fostering the development of aligned division/LOB by leading employees towards career advancement with a long-lasting and fruitful relationship through timely & constructive feedback, effective counseling as well as timely rewards and recognition

? Skills required

? Prerequisite: Overall 10+ years of work experience with strong US Retirement services domain expertise (Defined Contribution 401K) functions - Disbursements (In-Service, hardship, QDRO, RMD, reconciliation), loans (issue, amortization, offset), enrollments, checks processing, DC 401K payroll etc.

? Prerequisite: Prior experience in leading a mid-size team (75-100 FTE) in dynamic operations environment

? Very strong at planning and be able to effectively interpret, analyze and present PowerPoint presentations/ Power BI /MS Excel reports to external as well as internal stakeholders

? In-depth knowledge of performance metrics

? Must have stakeholder management experience (client communication, relationship management, monthly/quarterly business review, etc.)

? Excellent written, verbal communication and interpretation skills (client relationship management)

? Must have direct client communication/experience in managing client facing role

? Creative & strategic thinker with capacity to foster similar attributes within team. Able to identify process improvement opportunities with competency in coordinating & implementing RPA methodologies

? Willing to work US working hours (24x7 operations environment)

? Lean and Six Sigma knowledge would be added advantage

Skills:

PRIMARY COMPETENCY : Banking And Capital Markets PRIMARY SKILL : Non-Voice PRIMARY SKILL PERCENTAGE : 100

About Company:

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.