Manager

Develop strategies, manage resources, lead team meetings, and monitor performance metrics.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

• Lead and manage a team of processors, Assistant Managers, and/or Team Leads
• Conduct monthly performance reviews and execute quarterly/annual appraisals
• Drive employee engagement, satisfaction, and retention through proactive strategies
• Stay in touch with the Client at the Process Owner level on a daily basis to review progress
• Champion process improvement initiatives using process excellence methodologies
• Drive automation and transformation initiatives to enhance operational efficiency
• Analyze data and dashboards to identify trends, gaps, and improvement opportunities
• Handle regular cadence calls with onshore stakeholders to review process performance
• Communicate with internal stakeholders to discuss process updates, escalations, and challenges
• Coordinate with support functions (HR, Technology, Compliance) to ensure smooth operations
• Ensure business compliance and adherence to internal controls across teams and processes
• Ensure strict adherence to quality standards, internal controls and organization policies
• Ensure that the quality of the transactions are in compliance with defined procedures and parameters
• Meet defined SLAs for timeliness, accuracy and responsiveness