Delivery Manager (Financial Services | Investment Management)

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

Requirements

Bachelor's degree in Accounting or Business-related course (excluding Marketing and Advertising Management)

Atleast 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