About Infinit-O: As a top Business Process Optimization solutions provider we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage.
Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.
Key Responsibilities:
Performance Management
- Oversees daily operations
- Evaluates performance and productivity: Creates key performance indicators (KPIs) as basis to measure and continuously improve team's performance
- Establishes, monitors/audits and evaluates the achievement of metrics for continuous improvement (KPIs and SLAs) in Center of Excellence rating
- Leads the team in identification of process gaps and opportunities for improvement along with encouraging team members to execute innovative solutions
- Resolves functional issues and be point of contact for escalations, exercising judgment of when to escalate to executive level on client-side
People Management
- Hires, trains and develops others: Works closely with Learning and Development in order to identify areas of opportunities and create plans to develop the team by training or hiring different sets of skills, and providing career and personal growth. Operational on-boarding and off-boarding
- Reviews structure of appraisals for team members and helps in identifying high potential people in the team.
- Manages all Team Leads (TL) and/or Team members performance and evaluation
- Keeps team members updated regarding policies, procedures and work instructions
- Motivates, coaches, and guides the TLs and/or Team members by providing creative ideas ways to provide customer-centric services
- Monitors the behavior of team members and applies corrective action for any non-conformance against policies and procedures
- Monitors team attendance adherence on a regular basis. Manages leaves and absences to provide full coverage. Applies corrective action for any non-compliance regarding attendance and tardiness policies
- Performs workforce planning and manages attrition of the group
- Protects client-supplied information from unauthorized access, disclosure, modification, destruction or interference
- Liaises and develops strong working relationships with all relevant account leaders and client team members
- Liaises and develops relationship strong working relationship with IO's Operations Manager
Client Management
- Leads initiatives and action plans to maintain CSAT and quality are on target
- Manages 2nd level of escalation issues, after the Supervisors/TLs (1st level for teams that do not have Team Leaders)
- Addresses, resolves and deescalates any concerns raised by the client in a timely manner
- Communicates closely with the client and proactively speaks about areas of improvement
- Ensure timely deliverables of all reports
Job Requirements and Credentials:
- Bachelor's degree in Accounting or Business-related course (excluding Marketing and Advertising Management)
- At Least 5 years of experience in investment management
- 3-5 years of leadership and managerial experience
- Possess excellent people and performance leadership skills
- Strong English in written and oral communication and comprehension skills
- Ability to work independently to conform to tight deadlines
- Must be analytical and driven to achieve objectives
- Organized and well-motivated to train and lead a team
