BPO Senior Manager

NTT DATA, Inc.; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A global technology services company is seeking an experienced professional for management of banking operations. The role involves leading large teams, ensuring compliance, and driving service excellence across various banking processes. The ideal candidate should have a strong background in Banking & Financial Services, along with proven leadership skills and expertise in process improvement. Join a dynamic environment focused on innovation and client satisfaction.

Qualifications

• Strong domain expertise in Banking & Financial Services Operations.
• Proven experience in delivery management and client governance.
• Excellent leadership and stakeholder management skills.

Responsibilities

• Lead and oversee banking operations across multiple verticals.
• Ensure compliance with regulatory and operational risk standards.
• Manage transaction processing, reconciliations, and settlements.

Skills

Operational management

Compliance

Transaction management

Delivery leadership

Client relationships

Team leadership

Continuous improvement methodologies

Education

Graduate/Postgraduate in Commerce, Finance, or Business Administration

Lean Six Sigma (Black Belt/Green Belt), PMP or equivalent

Job description

The role involves end-to-end management of banking operations and service delivery, driving operational excellence, transformation, and client satisfaction across multiple global banking processes. The incumbent will be responsible for managing large-scale delivery teams, ensuring adherence to SLAs, maintaining governance standards, and fostering innovation through automation and process improvement initiatives.

Key Responsibilities

• Operational Management: Lead and oversee banking operations across multiple verticals — including retail, commercial, corporate banking, cards, payments, and reconciliations.
• Compliance: Ensure compliance with regulatory and operational risk standards, both internal and external.
• Transaction Management: Manage transaction processing, reconciliations, settlements, and exception handling with zero defect focus.
• Transition Management: Oversee large-scale transitions and migrations, ensuring seamless knowledge transfer and process stabilization.
• Delivery Leadership: Own end-to-end delivery of multiple client engagements ensuring on-time, high-quality performance aligned with contractual SLAs and KPIs.
• Governance & Finance: Drive operational governance, manage P&L, resource allocation, and delivery excellence initiatives.
• Client Relationships: Develop and maintain strong client relationships through consistent communication, proactive issue resolution, and strategic engagement.
• Continuous Improvement: Implement continuous improvement methodologies (Lean, Six Sigma) to enhance efficiency and accuracy across delivery units.
• Team Leadership: Lead a diverse team of 300+ associates/managers across multiple locations.
• Culture & Development: Foster a high-performance culture emphasizing accountability, collaboration, and capability building; mentor and develop next-generation leaders.
• Automation & Analytics: Champion automation, digital tools, and analytics-driven insights to improve turnaround times and reduce operational risk.
• Process Re-engineering: Collaborate with technology and innovation teams to re-engineer processes for efficiency and scalability.
• Transformation Programs: Drive transformation programs aligned with organizational and client strategic objectives.

Strong domain expertise in Banking & Financial Services Operations (Retail, Corporate, Cards, Payments, Loans, Reconciliation, KYC/AML).

Proven experience in delivery management, client governance, and process excellence.

Exposure to transition management, operational transformation, and automation initiatives.

Excellent leadership, stakeholder management, and cross-functional collaboration skills.

Strong understanding of compliance, risk management, and control frameworks within BFSI.

Proficiency in performance analytics, dashboarding, and productivity metrics.

Educational Qualifications

• Graduate/Postgraduate in Commerce, Finance, or Business Administration.
• Preferred certifications: Lean Six Sigma (Black Belt/Green Belt), PMP, or equivalent.

Desired Attributes

• Strategic thinker with strong operational execution ability.
• Excellent communication and negotiation skills.
• Customer-centric mindset with a continuous improvement orientation.
• Experience in managing global banking clients and multi-shore delivery environments.

Job Segment

Job Segment: Six Sigma Black Belt, Six Sigma, Lean Six Sigma, Business Process, Manager, Management