Assistant Manager - Operations

- Create service-oriented dashboards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages.

- Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.

- Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues.

- Ensure E2E processes are improved through automation/digitalization initiatives.

- Central point of reference for all Queries, Complaints and concerns.

- Critical analysis of issues associated with errors, delays and SLA breaches. Recommend effective solutions to resolve them permanently.

- Support in designing solutions which can be proposed to address issues identified during Quality Check and MIS report generation.

- Ensure solutions are implemented on fast-track basis.

Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions.