Drive process improvement and automation efforts within the team to generate efficiencies.
Possess good communication and maintain strong collaboration with the business team.
Ensure the team has adequate employee resources, system access, and necessary skill sets to achieve objectives.
Collaborate with Operations Managers to develop clear, challenging objectives for team members, including stretch goals, and ensure these are effectively cascaded.
Focus on the career development of team members and identify appropriate growth opportunities.
Ensure timely and appropriate recognition is provided to team members based on their performance and contributions.
Conduct transparent individual performance reviews, providing constructive feedback and guidance.
Provide process training and guidance to team members as and when needed.
Support general departmental activities and initiatives as required.
Responsibilities
RESPONSIBILITIES
Diligently monitor process queues to ensure all Service Level Agreements (SLAs) are met on a daily basis and promptly report any SLA misses to management.
Lead, coach, and support a team of reporting members, actively managing their performance to ensure the delivery of outstanding service.
Review and report accurate team daily work outputs daily using metrics to monitor performance and quality.
Drive initiatives to improve the quality of services utilizing established quality frameworks (such as LOD, TGW, and DRGs) and implement effective action plans.
Support internal reviews (like CSA/MCRP) and external audits (including GAO, as applicable).
Perform detailed DRG reviews monthly or as required, proactively identify gaps and implement effective action plans.
Capable of leading transitioning of activities.
Drive process improvement and automation efforts within the team to generate efficiencies.
Possess good communication and maintain strong collaboration with the business team.
Ensure the team has adequate employee resources, system access, and necessary skill sets to achieve objectives.
Collaborate with Operations Managers to develop clear, challenging objectives for team members, including stretch goals, and ensure these are effectively cascaded.
Focus on the career development of team members and identify appropriate growth opportunities.
Ensure timely and appropriate recognition is provided to team members based on their performance and contributions.
Conduct transparent individual performance reviews, providing constructive feedback and guidance.
Provide process training and guidance to team members as and when needed.
Support general departmental activities and initiatives as required.
Qualifications
QUALIFICATIONS
Bachelor's or Master's degree in Commerce (B.Com / M.Com) or a Master's in Business Administration (MBA).
Proven experience in leading a team, ideally with multiple functional responsibilities.
Excellent communication skills in Englishboth written and oral.
Strong analytical skills with a demonstrated ability to ensure high-quality output from both self and the team.
Knowledge of Ford Credit Business and a basic understanding of Account Services and Vehicle Liquidation functions would be a significant advantage.
Prior experience in the Transfer of Equity process will be an added advantage.
