Program Manager

My Glit

knowledge/experience:

• should have 15+ years of experience in retail & commercial banking /cards.

band 7

job description

• handling a team of 150+ ftes involved in retail & commercial cards /banking operations (preferably disputes handling)

• will supervise and manage various delivery teams and the responsibilities will include people management, process management and client management.

• handling a delivery team across locations (chennai / hyd / toronto) various processes and achieving sla contractual targets as set by the client

• responsible for ensuring all the contractual sla metrics set by the clients are met and for any miss-out, carry out rca and identify the gaps and place control.

• responsible for ensuring all the process manuals, change management documents and sops

• responsible for setting up and testing bcp models for sites and city outages and sharing the results with all stakeholders

• responsible in driving ad-hoc projects to improve processes and carrying out process benchmarking basis tcs transformation tools.

• identify automation, consulting studies and other levers that can be leveraged for transformation of current operations.

• adopting ai, ml technologies across client processes and ensuring greater than 95 % score during yearly client satisfaction surveys.

• develop reports and monitor the validity of the data and metrics being reported.

• hiring, on-boarding and training the teams and ensure smooth operations and service delivery

• to monitor and review performance and ensure delivery against operational plans, targets and policies (including regular attendance at client meetings)

• actively monitor, review and manage individual staff performance in relation to service area key performance/targets/deadlines and the company’s required standards of performance and conduct

competencies/skills:

• strong supervisory/management experience

• strong communication and client management

• a customer focused, enthusiastic and flexible approach

• Experience

  15 - 18 Years

• No. of Openings

  1

• Education

  M.Sc, Any Bachelor Degree

• Role

  Program Manager

• Industry Type

  Recruitment Consulting / Staffing Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office