Assistant General Manager
CES
مجموع سنوات الخبرة :8 years, 6 أشهر
• Responsible for migrating AR activities such as Credit Management, Order to Cash, Dispute Resolution, Payment Posting, Invoicing, Portfolio Reconciliation and Business Analytics.
• Work closely with the sales team on key prospective clients by providing a POC & estimate resource requirements
• Prepare project plan & roadmaps for an extensive transition of end to end FAO verticals in a cost effective manner
• Collect & validate scope requirements from stakeholders through R&D and prepare WBS for project control
• Created a structured Change Management policy & process to deal with dynamic process changes in due course of the project migrations
• Oversee Portfolio allocation & integration of strategic accounts with a total exposure of $ 5 Million
• Work with the L&D team to create training modules, SOP’s for ease of knowledge transfer and maintain the OPA for best practice sharing
• Bridge both internal & external stakeholders by leading the gateway calls to document issues, review & assess milestone deliveries & provide transparent solutions to mitigate process specific risk
• Work closely with the support functions on identifying resource skillset, recruitments, training framework, SLA management & IT testing
• Spearhead the process improvements by collaborating with the Transformation team to identify & implement soft automations
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• Preparing & reviewing multiple reports & various dashboards for analyzing the project trends & also understanding business impacting points
• Work very closely with the Service Quality team to create a Governance framework from the initial stages of transitions & carry on to modulate & improvise for better customer satisfaction
• Familiar in working with platforms such as Citrix, SAP FICO, Legacy systems & Client systems
Manage the backend APAC telecom operations which includes Fraud management, Audit & Compliance and Credit Risk Analytics by handling a team of 2 Assistant Managers, 10 Team Leaders & 120 FTE’s while taking the lead role in managing Project Transitions / Operations & providing Risk/Compliance Management solutions.
Key Responsibilities
To manage Operations by preparing quarterly work plans & to effectively set, communicate & monitor targets for all staff within the team.
To prioritize and assign work to PL’s/AM’s and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, change management as necessary.
Apply statistical techniques to maintain, create & optimize operational performance & provide statistical information as required.
Define performance metrics to effectiveness of risk strategies & respond to adhoc requests.
Organize weekly team meetings to update the associates / TE’s / PL’s on any process changes, quality issues and team SLA and KPI’s.
To identify, assess & develop new business opportunities & manage end to end project delivery.
Review RFP/RFI, SOW, Due Diligence & also prepare SLA, DACI relating to global delivery.
Monitoring the Roster & forecasting Shrinkage in order to achieve the FTE target.
Ensure effective coordination in recruitment, selection, training and induction of new joiners.
To develop and guide the work structure and workflow, study and standardize procedures to improve
efficiency and effectiveness of operations, assigns duties and examines work for exactness, neatness,
and conformance to policies and procedures.
Part of QC team to accelerate the Kaizen project & implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.