Team Manager
Cognizant
Hyderabad, Telangana, India
23h ago

TL / TM :

  • Qualification :
  • Education : Graduate / MBA
  • Minimum Experience required : 7 to 12 years of experience in IB Operations, preferably in Collateral Operations
  • Position Summary
  • Individuals performing this role are responsible for end to end service delivery of multiple processes under a specific utility.
  • They are also responsible for effective people management and client management.

  • Key Result Areas
  • Service delivery against agreed KPI’s and SLA’s in the process
  • Ensure error free processing
  • Proactively identify risks in the process and suggest and implement corrective actions
  • Is responsible for all People management activities such as Recruitment, training, performance appraisal, succession planning
  • Typical Responsibilities
  • Business / Customer :

  • Manage customer relationships through regular communication with clients through weekly / monthly reviews
  • Attend customer calls and meetings, pro-actively flag issues and prevent surprises
  • Manage and resolve escalations and issues raised by customers
  • Prepare and report process performance metrics to stakeholders
  • Project / Process :

  • Perform regular checks and monitoring of items in the queues to ensure proper actions are being taken to resolve them.
  • Proactively identify risks in the process and implement controls to eliminate or mitigate the risk
  • Is the second level escalation contact for clients and internal stakeholders
  • Drive strategic projects in the process; suggest and contribute towards process excellence initiatives
  • Attend the EOD calls with the onshore team leaders and discuss the status of the queues during EOD and any issues encountered during the day
  • Ensure fungibility of resources across processes by effective and planned cross training of the associates. Ensure that the cross training tracker is being maintained properly
  • Ensure SOP's in the process are being maintained and updated. Conduct monthly reviews of the SOP's to ensure there are no deviations.
  • Ensure all changes are being captured diligently with appropriate version controls. Escalate to the management if deviations in the process are noticed
  • Ensure KPI's and SLA tracker is being filled and updated regularly
  • Ensure any process related MIS is being maintained properly
  • Act as an SME in the process
  • Mitigate market risk, settlement risk and reputational risk for the firm
  • Liaise with all front desk personnel- traders, account managers, relationship managers and credit officers via phone / email and chats in ensuring faster and accurate resolution of breaks of both economical and non-economical in nature
  • Ensure effective processing and query resolution by gaining knowledge on custodians agencies and their functions and good understanding of the prevalent marker practice
  • People / Team :

  • Provide guidance and mentorship to team
  • Manage attrition through skip level meetings, planning interventions, engagement calendars
  • Conduct performance appraisals for team members
  • Identify training needs for direct reports and ensure domain / developmental trainings needs are met
  • Manage attrition through skip level meetings, planning interventions, engagement calendars
  • Deliver communication received from senior management to the team members though town halls, team meetings
  • Identification of training needs / training plan / records Training Effectiveness
  • Participate in organizational initiatives such as recruitment drives, training programs etc.
  • Degree of Independence / Supervision required
  • Requires medium supervision on the job
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : May 13 2021

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