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