Managing service delivery for a back-office process involving research on structured products, derivatives, bonds, shares and equities, and maintaining the data on client data base.

This role involves high levels of client interaction (Shared Service environment).

Managing a team of 3-4 Team Leaders for a team of 30-35 people.

Focus on quality, ability to work in a rapidly changing environment.

He/she will be responsible for identifying potential inefficiencies and implementing solutions for ensuring timelines and accuracy is met.
Service Delivery Responsibilities: -

Co-ordinate transition and set-up planning.

Co-ordinate Center set-up to facilitate smooth start-up of operations.

Oversee the hiring of resources (Process Operators & Leads).

Plan and co-ordinate the training program with customer.

Responsible for meeting project timelines / milestones / objectives.

Responsible for service delivery and managing support KPIs as per the Service Levels outlined in the SLA.

Management of day-to-day project and service issues.

Responsible for escalating unresolved issues to the Service Managers of Capgemini and client.

Coordinate people management activities such as employment, compensation, benefits, training, and employee relations.

Plan and track project activities and provide timely and accurate reports on project status.

Support / maintain issue, risk and change control log.

Creating, reporting and maintaining various reports related to the process.

Thorough knowledge of back-office operations and task allocation / management.

Attention to details.

Total experience of at least 5-6 years, of which 2-3 years of experience in managing teams in a hedge-fund / financial environment.

Should have in-depth knowledge of financial markets.

Should be well-versed in project management, quality, MIS reporting, etc.

Should have experience in managing mid-sized teams (10-20 people).

Should be willing to work late shifts, if required (2-11).

Flexible, able to work under pressure, determination to succeed, mature approach, keen to learn, etc.

The candidate must be proficient in Office productivity tools (MS Office).

Needs to have experience in managing international customers (from a service delivery perspective).

Desired experience in operational excellence initiatives such as Six Sigma, ISO 9000, etc.

Excellent Communication Skills (Oral and Written English).

Education - Graduate / Post Graduate in Finance. MBA would be an added advantage.