Bank / Financial Services / Broking -- Others

DGM - Delivery Project Executive - Mortgage Banking/Collections

Bangalore

10-10 Years

ASL Hr Solutions

JOB DESCRIPTION

ROLE : Delivery Project Executive

DESIGNATION : Deputy Group Manager, Band 8

NO. OF POSITIONS : 2(Collections and Mortgage Banking)

LOCATION : Bangalore

YEARS OF EXPERIENCE : 11+ years- experience in contact center / outsourcing space

QUALIFICATIONS : Graduate

REPORTING TO : Group Manager


KEY RESPONSIBILITIES:

- Lead/ Manage all aspects of Operations with emphasis on continuous improvement in operating results and strengthening underlying processes
- Delivery of all customer metrics
- Ensuring continuous improvement in service delivery through process improvement initiatives
- Develop and sustain strong relationship with clients
- Implement robust processes to ensure high employee satisfaction & engagement and there by contain attrition
- Continuously drive and improve efficiency metrics like seat/manpower utilizations
- Continuously drive and customer and employee metrics
- Do a proper base-lining of performance
- Ensure integrity of data and reports and adherence to service level agreements

STRATEGIC INPUTS / SKILLS REQUIRE
- Should have operational rigor
- Should have client front ending & management capability
- Should be analytical and have a strong numbers orientation
- Should have leadership qualities and ability to manage large teams & manage processes (200 +)
- Stability should not have changed jobs frequently
- Good understanding of quality in a customer service context
- Strategic and tactical thinking skills
- Should have ability to communicate at all levels of organization & a team player