Assistant Manager/Operations Manager 1 @ Wells Fargo

About the Role
OM1 is a subject matter expert who will lead a team of specialists. He/She will be the first point of contact for all delivery/administrative tasks and escalations. The primary role will be to ensure that the team consistently meets/exceeds delivery expectations. He/She will also be responsible for managing, reporting, career path/development and R&R related activities for their DRs and also lead/engage and deliver towards organization level initiatives .

Essential Qualifications

• University: degree in Business or related discipline
• Relevant Experience: 6-8 yrs of BPO/KPO experience with min 2 Yr people management experience, preferably within the BFSI space

• Directly manage/supervise/mentor teams
• Foster team work. Maintain & improve team morale and motivation
• Support in process expansion, staffing and new hire training
• Take a lead role in developing and implementing best practices
• Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures
• Develop metrics to measure growth and performance of the department
• To analyze and interpret complex data and create Business MIS
• Ability to communicate well with US counterparts in virtual environment and build relationship with business partners (internal & external stakeholders)
• Conduct business / performance reviews
• Assistance on any transitions
• Develop team members for next roles in the hierarchy
• Flexibility to work in shifts, business travel (if required) & Open for lateral opportunities as per the business requirements
• Delegate tasks, continuously learn from the environment and support peers/TMs
• Ability to manage multiple tasks under pressure

• Is able to see visible/not-so-visible patterns and connections in data/scenarios for the processes related to one s environment
• Utilizes simple improvement tools, draws on past experience and looks at system level changes
• Seeks intense learning experiences through formal means
• Ability to connect with LOB partners on conference calls/understand updates etc.
• Ability to initiate production/quality projects (six sigma/kaizen) for improving performance of the section
• Training, auditing, MIS reporting, generate process improvement/IDEA/Best Practice for self and team

• Strong knowledge of Windows and Excel Using Pivot table, V lookup, tracing formulas, running macros
• Detail oriented and able to multi-task to accomplish tasks effectively
• Analyze complex data and make decision for final reconciliation