Lead Ops

JOB CONTENT:

Key Responsibilities:

• Responsible for managing the team:

o Assess the utilization of the team and take corrective measures if required

o Organize regular team meetings to review and assess progress and provide updates as

required

o Identify training needs and ensure trainings are organized accordingly

o Conduct skip level meetings to gauge team morale and bridge gaps as required

o Handle grievances raised within the team

o Leave and workflow management for the team

o Manage Performance of the team

▪ Provide periodic performance feedback in one-on-one meetings

▪ Conduct Performance Appraisals

▪ PBP allocation for constant low performers

• Regularly interact with clients to build a good working relationship that fosters

smooth operations

• Maintain the MOMs (Memorandum of the Meetings) for client meetings and

communicate the same to management and clients.

• Regularly create and send the below reports to clients or the supervisor:

o Individual Performance Report

o Order Count Report

o Productivity Efficiency Report

o Shift wise Completion Report

o Weekly Reports

o Critical Error Analysis and Other reports as requested

• Manage and update the SOP(Standard Operating Procedures) documents as required

• Adhere to the productivity, quality and timelines standards defined to ensure Service

Level Agreements (SLAs) are met for the team with no penalty

• Role to be considered as Individual contributor or People Manager basis business

requirement.

Key Skills and Requirements:

• Knowledge of the Title/Mortgage/Accounting industry

• Excellent verbal and written communication skills

• Strong interpersonal, negotiation, query management and relationship building skills

• Strong business acumen and analytical skills

• Ability to deal with ambiguity and high pace of working

• High customer orientation including prompt response to emails/ queries

• Excellent business partnering skills, ability to persuade and influence business leaders

• Proficiency in MS Office

• Flexible to work in night shifts