Job Description

Job Summary . Manager - Operations and Service Job Purpose \'This position is open with Bajaj Finance ltd.\' Job Duties & Key Responsibilities . Duties and Responsibilities - . Oversee and review service delivery providing management an oversight of implementation projects including project assignments customer satisfaction. . Oversee and execute process improvements and the development of policies procedures methods and tools in support of delivery and to streamline work to provide a higher value to our customers. . Establish control on project schedules and risk issues facilitate timely decisions to maintain project schedule identifies project risks early and assist by providing prudent and timely recommendations for risk avoidance sets and manages all stakeholders expectations creates and executes project work plans and revises as appropriate to meet changing needs and requirements. . Work with Product management IT Service PMO & delivery teams & other cross functional teams to improve customer experience. . Post launch have a continuous process of reviewing the process fixing issues identified based on auditing customer journeys customer queries and complaints received in delivery shops. . Communicates across the organization to ensure knowledge of customer implementations and status. . Provides management with regular project updates serves as a critical advisor to the team as an Implementation leader and helps to set the direction for the implementation and professional services team. Ensure consistent use of implementation methodology. . Active participation in Project Governance Meetings with Stakeholders. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process. . Inspire team with drive and motivation needed to aggressively meet commitments. . Ensuring projects meet deadlines . Managing relationships with clients and stakeholders . Designing and signing off on contracts . Overseeing all incoming and outgoing project documentation . Designing risk mitigation plan . Conducting project review and creating detailed reports for executive staff . Optimizing and improving processes and the overall approach where necessary . Securing growth opportunities and initiating new projects Required Qualifications and Experience . . Around 3-4 years (for E03/E04) of progressive experience in customer service. . Experience in banking/Insurance/non-banking industry would be preferred. . Ability to identify key data sources and utilize data-driven insights to improve business decisions. . Exceptional analytical, quantitative, project/process management, problem-solving, interpersonal, and leadership skills. . Proficiency in analyzing qualitative data and paying strong attention to details. . Ability to communicate well with all levels of management / diverse set of stakeholders / colleagues in a multicultural, multinational environment. . Ability to prioritize and balance the needs of multiple stakeholders. . Being creative and provide innovative solutions to business problems, not be limited by existing methods and procedures. . Strong initiative and ability to work collaboratively (in a team environment) as well as independently. . Open and flexible to any shift in line with the business needs and stakeholder requirements.

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