Manager

Incedo; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Growth culture

International team

Professional development opportunities

Job summary

Incedo in Gurgaon is seeking an experienced Manager, Operations to lead end-to-end Account Operations, Client Onboarding and Quality Control. You’ll drive delivery, risk controls and client experience while building capable teams across night shifts.

You will oversee a multi-level operations team, use data to guide decisions, and implement process improvements with automation and AI tools, including Power BI insights to monitor SLAs and quality metrics.

Qualifications

• 10 to 18 years of experience in financial services or wealth management operations.
• Proven people-management experience leading teams of 30+ with coaching examples.
• Comfortable working in Night Shift.
• Experience with Power BI or comparable BI tools; ability to present data clearly.
• Strong understanding of operational controls, quality review and SLAs.
• Excellent written and verbal communication with senior leaders and distributed teams.
• Strong planning, prioritization and organizational skills.
• Experience leading multiple operations functions or multi-layered teams in regulated environments.
• Exposure to workflow automation and AI tools with sound judgment on validation and confidentiality.
• Training or certification in data analytics, business intelligence, Lean, AI or related discipline.

Responsibilities

• Lead day-to-day delivery and continuous improvement across Money Movement, Client Onboarding and Quality Control.
• Ensure service levels, accuracy, risk controls and client/advisor experience.
• Manage end-to-end Account Operations activities including transaction review and exception handling.
• Oversee Client Onboarding workflows from intake to advisor communication.
• Own the Quality Control program with audits, defect tracking and corrective actions.
• Monitor SLAs, volumes, defects, aging and staffing; build reporting with Power BI.
• Conduct root-cause analysis for recurring issues and implement preventive actions.
• Coordinate with internal stakeholders and clients/advisors; communicate risks and priorities.
• Support process standardization, documentation, training, automation and AI-enabled tools.
• Ensure audit-ready records and compliance with data privacy and business controls.

Skills

Leadership

People management

Analytical

Communication

Project management

Tools

Power BI

Microsoft Copilot

ChatGPT

Job description

Position- Manager, Operations

Functional scope- Account Operations, Client Onboarding and Quality Control

Team leadership- Experience leading teams of 30 or more people (Night Shift)

Location /reporting- Gurgaon / Operations leadership

Role & responsibilities

Lead day-to-day delivery and continuous improvement across Money Movement, Client Onboarding and Quality Control. The Manager is accountable for service levels, accuracy, risk controls and a strong client and advisor experience, while building capable teams and using operational data to guide decisions.

Key responsibilities

• Lead and develop a multi-level operations team of 30+ employees, including team leads and specialists; set clear goals, coach performance, build succession depth and maintain engagement and accountability.
• Oversee end-to-end Account Operation activities, including transaction review, processing controls, exception management, timely escalation and completion within established procedures and service commitments.
• Manage Client Onboarding workflows from intake and document review through data validation, good-order checks, internal approvals, custodian submission, status tracking and advisor communication.
• Own the Quality Control program: risk-based and proactive audits, workflow and exception-report reviews, defect identification, timely feedback, corrective action tracking and validation of sustained improvements.
• Monitor service levels, accuracy, volumes, aging, defects, rework and staffing capacity. Use Power BI or comparable analytical and visualization tools to build clear reporting, identify trends and support data-informed decisions.
• Conduct root-cause analysis for recurring errors, service misses and operational risk events; partner with teams to implement practical corrective and preventive actions.
• Serve as an effective point of contact for internal stakeholders and, where applicable, clients and advisors; communicate operational risks, priorities, decisions and performance clearly and promptly.
• Support process standardization, documentation, training, automation and appropriate use of digital and AI-enabled tools to improve efficiency, accuracy and control.
• Ensure team adherence to documented procedures, quality standards, data privacy requirements and applicable business controls; maintain audit-ready records and elevate material risks through the appropriate channels.
• Coordinate capacity planning, coverage, cross-training and change readiness to sustain service during volume fluctuations, new work, system changes and business transitions.

Preferred candidate profile

• 10 to 18 Years of experience in financial services or wealth management operations, with direct responsibility across Money Movement, onboarding/account administration, KYC or quality/audit work.
• Proven people-management experience leading teams of 30 or more, with examples of coaching managers or team leads, managing performance and developing talent.
• Comfortable working in Night Shift.
• Working experience with Power BI or comparable business intelligence, reporting or analytical tools; ability to interpret operational data and present findings in a clear, decision-ready way.
• Sound understanding of operational controls, quality review, exception handling, root-cause analysis and service-level management.
• Excellent written and verbal communication skills, including the ability to communicate with senior leaders, cross-functional partners and distributed teams.
• Strong planning, prioritization and organizational skills, with attention to detail and the ability to make sound decisions in a time-sensitive environment.
• Experience leading more than one operations function or managing a multi-layered team in a regulated or control-focused environment.
• Exposure to workflow automation, process redesign, generative AI or productivity tools such as Microsoft Copilot or ChatGPT, with sound judgment about validation, confidentiality and appropriate use.
• Training or certification in data analytics, business intelligence, Lean, quality management, AI or a related discipline.

Leadership competencies

People leadership and coaching | Clear communication | Analytical judgment | Risk and control ownership | Client focus | Collaboration | Change leadership | Continuous improvement

What we offer

• A growth-oriented culture that supports personal and professional development.
• An opportunity to work with a dynamic, ambitious and international team in a collaborative environment.