Team Lead/ Assistant Manager – Suspense Management- Pune
PuneFull Time
BANKING
INSURANCE DOMAIN
SUSPENSE
Job description
Job Title: Team Lead/ Assistant Manager - Suspense
Location: Pune
Job Description:
Candidate should have Over
all experience of 10+ Years of experience as Team Manager / Manager in
(UK&E / US) Life and Pension Operations
Extensive experience in
Suspense Management (Schemes and Non-Schemes) (Mandatory)
To lead the formation and
development of the Journey Design and RCA Team for Suspense Management. This
role requires the design as well as the continued development of the function.
Work with the function heads
of Suspense across all accounts to:
Develop a structure &
cadence for the Journey Design Team. This team will collate all requests for
change in Suspense across all accounts ensuring risk partners are engaged and
controls are applied.
Develop and structure root
cause analysis framework for suspense management across all accounts
Own the build and roll-out of
the target operating model for the Suspense function.
Own the control of any
roll-out from technology in any Suspense area ensuring adequate controls are
built and maintained to drive better customer outcomes.
Develop a location &
structure to store agreed processes as well as all meeting artefacts. This role
will be the custodian for all Suspense processes.
Be the focal point of change
within Suspense for each account, ensuring all changes are assessed and
controlled through the design team in a timely manner.
Work with PM’s & BA’s to
ensure agreed changes are implemented effectively.
Ensure all risks are recorded
and can be related to the current version of process maps.
Link in with other Utility
Design teams to harmonise processes.
Responsible for achievement
of the financial targets for the cost centre
Lead, motivate, counsel,
develop and coach team managers to meet Utility Objectives
Drive initiatives in the
management team and organizationally that contribute to long-term operational
excellence.
Manage stakeholder
relationships.
Assist the Operations team to
challenge existing Customer Outcome Measures (COMs) / CSLs & suggest a
realistic grid with reasonable logic.
Assist & challenge the MI
team to come up with data that adds value to the day-to-day operations &
also makes business meetings more meaningful.
Ensure reasonable level of
awareness / knowledge about all the regulatory changes across the teams.
Accurate forecasting of
resources for any projects.
Effective liaison with
various departments to gain support and resolve issues
Enforce adherence to security
and data protection.
Expand scope of operations to
add value to the group.
To demonstrate a positive
risk, compliance and control culture through the identification, assessment,
monitoring and management of risks and issues within the business area,
alongside ensuring timely and appropriate resolution of control weaknesses, actions
and failures that arise.
Maintain high level of
motivation & engagement in the department.
Should be Flexible to work in
Shifts.
Skills Required
Team Lead/ Assistant Manager – Suspense Management- Pune
ITES/BPO/KPO
ITES/BPO/Customer Service
Full Time, Permanent
Key Skills
- BANKING
- INSURANCE DOMAIN
- SUSPENSE
Other Information
GO/JC/241/2025
Marilakshmi S
