Job Description

Job Description:

Role: C1 (Manager)

Location: Chennai

Below are Primary Responsibilities but not limited to.

• Managing Brokerage, Clearance, Exchange Fees and SLA process on day-to-day basis

• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.

• Participate in projects call and drive change in the process independently.

• Driving productivity and efficiency 

• Analysis of reports and determine authenticity of the report, and ability to identify significant variances.

• Complete ownership of deliverable of team and handling escalations.

• Attend daily calls with customer and explain the status/ progress of deliverables

• Respond to customer queries on deliverables

• Help team members to fix the issues in daily activities

• Act as first level of escalation on delivery issues

• Supervision of Team Manager and Lead Analyst

• Ensure all BAU activities are completed as per client expectations on a timely manner

• Meet the TAT and error free delivery across BCE

• Contribute to process streamlining and improvement, drive process changes and quality initiative

• Plan and prioritize all projects handled by the team and provide regular update to the relevant stakeholders

• Ensuring Checklist, Metrics and EOD activities are completed and signed off.

• Ensuring timely updates/review of SOPs, Change Management Tracer, Error Log

• Managing KPI and SLAs on ongoing basis

• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items

• Maintenance of escalation policies

• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through

• Manage leaves and buffer utilization across BCE

• Need to engage with client stakeholder and negotiate for HC and FTE increase based on Capacity Model

• Monitor Skills Matrix and develop TMS and efficiency in the process

• People Manager should drive change and lead from the front. Need to set as a role model for teams and sub-ordinates to follow

Critical Skill required:

• Should have minimum 10 years of experience in handling Brokerage Fee, Clearance Fee & Exchange Fee processes.

• Should have minimum 10 years of experience in managing teams

• Have good understanding and hands on experience in Reconciliation and Rate Validation process.

• Should possess excellent interpersonal, Communication skills and Good Team handling Skills

• Approachable People Manager with Independent/Good decision-making skills

• Should work independently and has ability to identify process improvements

• Proactively communicates and identifies risks.

• Should have excellent reasoning and analytical skills.

• Should be Proficient in MS office tools.

• Proficient in Data analysis MI Reports, Data Gathering and Collation, Attention to detail and be able to spot any Data quality issue

• Quick learner

• Eye for details

• Fair understanding of government regulations

• Focus on quality and controlled environment

• Willing to work in shifts

• Flexible and able to handle pressure under situations

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects