Manager Client Solutions

Empower LLC; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Empower in India seeks a Manager Client Solutions to oversee day-to-day performance, ensure service levels, and guide a team through asset transfers (Inward & Outward) and inquiries.

You will develop and maintain SOPs, identify knowledge gaps, conduct refresher trainings, and collaborate with business partners to resolve operational challenges.

Requires 9+ years in Banking/Financial Services/Operations, a Bachelor’s degree, excellent English, and the ability to work shifts and manage stakeholders.

Qualifications

• : 9+ years of experience in Banking/Financial Services/Operations.

Responsibilities

• Monitor day-to-day performance and feedback for team members.
• Coordinate transfer of assets (Inward & Outward) and address inquiries.
• Ensure service levels are met.
• Develop and maintain SOPs and other documentation.
• Identify knowledge gaps and conduct refresher training.
• Interact with business partners and stakeholders to meet operational challenges.
• Conduct risk reviews and ensure robust controls are in place.
• Report KPIs and trends to leadership.

Skills

Customer service

Leadership

Stakeholder management

English communication

Process improvement

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.