Manager Client Solutions

Empower Global Business Services India Private Limited; Bengaluru; Hybrid; INR 2,800,000 - 4,000,000; Full time

Job summary

Empower Global Business Services India Private Limited seeks a Manager Client Solutions to oversee day-to-day performance, monitor assets transfers, address inquiries, resolve issues and ensure service levels. You will develop SOPs, review procedures, and drive risk controls.

The role emphasizes collaboration with senior management, KPI reporting, and cross-functional communication to enhance client experiences in a dynamic financial services environment.

Qualifications

• Bachelor's degree in any stream.
• 9+ years of experience in Banking/Financial Services/Operations.
• Should be flexible to work in shifts and go extra mile per team requirements.
• Good command in English, both written & verbal.
• Good coordination and time management skills.
• Ability to work independently.

Responsibilities

• Ensuring daily parameters and internal benchmark parameters are met consistently.
• Responsible for seamless execution of all levels of Controls implemented.
• Develop process improvements for increased efficiency and cost effectiveness.
• Development and maintenance of SOP and other documentation to ensure smooth flow of work.
• Procedure Review to verify up-to-date requirements.
• Identifying knowledge gaps within the team and executing refresher training.

Skills

Leadership

Stakeholder management

Process improvement

SOP development

Risk management

Quality assurance

English communication

Shift flexibility

Independent work

Education

Bachelor's degree

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

As a Manager Client Solutions, you will play a pivotal role in ensuring seamless operations and exceptional client experiences by monitoring and providing feedback on day-to-day performance of team members facilitating the transfer of assets (Inward & Outward), address inquiries, resolve issues, and provide timely and effective solutions. Responsible for meeting service level expectations.

RESPONSIBILITIES & ESSENTIAL FUNCTIONS:

• Ensuring daily parameters and internal benchmark parameters are met consistently.
• Responsible for seamless execution of all the levels of Controls implemented.
• Develop process improvements for increased efficiency and cost effectiveness.
• Development and maintenance of Standard Operating Procedure (SOP) and other documentation to ensure smooth flow of work.
• Procedure Review to verify if the existing procedures are up to date for the current requirement.
• Identifying knowledge gap within the team and execution of refresher training
• Strong customer service and interpersonal skills
• Contributes to the development and reporting of KPI's and trends.
• Ensuring daily parameters and internal benchmark parameters are met consistently.
• Procedure Review to verify if the existing procedures are up to date for the current requirement.
• Identifying knowledge gap within the team and execution of refresher training
• Completing assigned responsibilities within timelines
• Must interact with the business partners and key stakeholders in meeting operational challenges and scheduled production activities.
• Conducting Risk Review and ensuring robust controls are in place.
• Facilitate problem solving and collaboration with team.
• Excellent organizational skills with ability to identify and prioritize Service Requests based on inflow time.
• Conduct process trainings and initiate SOP changes

QUALIFICATIONS:

• Bachelor’s degree in any stream
• 9+ years of experience in Banking/Financial Services/Operations.
• Should be flexible to work in shifts and go extra mile per team requirements.
• Good command in English, both written & verbal
• Good coordination and time management skills
• Ability to work independently.
• Attention to detail is a must.
• Strong control mindset with an aptitude to identify & assess operational risk issues.
• Should be a self-starter, carry a proactive & positive approach.
• Be able to induce positive partnership.
• Able to grasp/learn new concepts, policies, and procedures quickly.
• Critical thinking, problem solving and collaboration with team.
• Stakeholder Management skills and interact with Senior Management / Leadership personnel with confidence and determination

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

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Remote and Hybrid Positions

For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate homework environment and the required internet connection.

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