Be hands on ,to ensure delivery per customer expectation along with meeting defined SLA and ensure Customer satisfaction.
Noise free operations is a critical deliverable .
Assess actual performance against standards to determine whether the team is on target to reach goals and takes corrective actions as necessary.
Constantly work to identify opportunities to drive value beyond SLA s and contractual terms hence be able to drive value share and Transformation opportunities.
Escalation management - Ensure timely resolution of customer / escalated issues along with root cause analysis to avoid reoccurrence
Talent Leadership - Should be able to coach, guide , influence & motivate the team to achieve targets. Ensure key people metrics are met.
Be able to build talent for future growth.
Right hiring and Resource planning along with optimizing the resource utilization by identifying areas of efficiency
Driving business Growth - Build relationships and partnerships with internal business stakeholders and customers to drive cross sell of business in existing accounts.
Hence has to build / have understanding of digital assets and tools for F&A OTC domain
P&L ownership Be able to proactively identify business and Financial risks, and work out alternatives / mitigants
Qualifications & Experience
Essential these are important as we are looking for some one to help build a strong portfolio of clients in a very fast paced and dynamic sector, with some of the world s top technology logos.
F&A - OTC domain exposure and in-depth end to end process knowledge
Transition exposure should have transitioned 3-4 large client relationships seamlessly.
Ability to lead & build strong teams , and influence multiple internal stakeholders
Ability to build client partnerships and work in cross functional teams, especially with Relationship / Sales teams
Ability to work in an ambiguous environment. Has to be a self starter.
Sound financial & commercial Business Understanding
Multi-Tasking skills in project delivery, deadlines and budget
Managing process and cultural change
Strong quantitative and analytical skills
Energetic, confident, assertive & strong in communication