Asset & Wealth Management - Marcus Delivery - Payments & Reconciliation - Senior Analyst - Hyderabad
- Hyderabad, Telangana
- Permanent
- Full-time
- Lead, manage and supervise the day-to-day operations of a team of 10-15 representatives.
- Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
- Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
- Establish schedules for team members
- Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
- Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
- Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
- Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
- Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
- Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
- Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
- Lead and drive a collaborative culture within the team to support quality, performance, and development opportunities.
- Proven ability to lead by example, with a positive attitude
- Ability to lead teams and drive performance standards
- Good interpersonal skills
- Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
- Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills
- Strong customer focus
- Ability to lead teams, juggle across various workstreams and drive performance standards
- Good leadership skills and the ability to motivate and develop staff
- Ability to manage and drive a culture of continuous improvement
- Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
- Minimum of 3 years management experience within customer service environment
- Experience in a retail banking environment/Insurance environment
- Deposit Back Office experience