Scope of Position:
The primary responsibility for the position is to lead and mentor a team of around 30-50 operational employees. Highly visible role that will have extensive interaction with internal resources primarily based in the US and other client-facing teams such as Client Success. The Senior Manager is responsible for building the credibility of the team by ensuring daily production requirements are exceeded, client expectations are met and the quality of output is superior. The incumbent will be expected to build and maintain a high performance team with high aspirations in terms of quality, productivity and accuracy.
Essential Job Duties:
Expectations:
- Responsible for the end-to-end operations delivery for the verification
- Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
- Efficiently analysis working model approved by all parties to improve the efficiency of the team members.
- Engaged in business meetings and ensure adherence to departmental goals
- Daily focus on optimal production performance, evaluating methods for improved time-service, system capabilities and procedural efficiencies.
- Able to find out comprehensive way of conducting India Credit Check.
- Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc - Provide coaching and feedback to team members to enable them to improve their performance.
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Drive reward and recognition activity of staff
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Serve as a leader to all team members by ensuring daily coaching, mentoring and partnering with People & Culture to ensure performance management requirements are implemented.
- Should embedment of the new structure to achieve scalability, multi-skilling and to demonstrate progression within the business.
- Analyze and recommend refinement of existing process through automation or BPR to drive efficiencies mainly in AHT of service fulfillment.
- Education & Qualification Requirements:
- PG / MBA / Graduate with min 12+ Years of overall experience out of which minimum 5 years of team handling experience.
- Proficient in English communication and local languages.
- Proficient in Microsoft Office.
- Required Skills and Competencies:
- Prior Experience of Managing International Background Operations
- Client Interaction Experience
- Must have experience in working with a background screening company handling US geography
- Must have exposure to Criminal background check process
- Knowledge of basic State and FCRA (Fair Credit Reporting Act) rules and its application to Criminal background check process will be an added advantage
- Must have acute problem solving skills, consensus building and influencing skills and a strong analytical capability.
- Excellent organizational skills, attention to detail and flexibility as well as the ability to work effectively with global cross
- functional teams in a fast-paced environment.
- Excellent process management skills including process design and improvement (basic awareness of lean, continuous improvement concepts)
- Must possess excellent written and verbal English communication skills.
- Must be a team player and also should be target oriented & Leadership Skills & Team Management.
- Establish solid working relationships with business partners, including employees, leaders and corporate operations teams.
- Work across divisions to accomplish local and corporate objectives.
- Maintain a high level of self-motivation and enthusiasm in the research aspects with great exposure to different industries.
