Associate Director

Crisil; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

A leading financial services firm is seeking an experienced individual for the SME - Asset Management Operations role in Gurugram. The position involves leading client delivery operations, enhancing KPIs, and ensuring high client satisfaction. Ideal candidates possess strong leadership skills and a focus on operational excellence. The role offers full-time employment at a mid-senior level.

Qualifications

• Experience in managing client-facing delivery teams.
• Strong skills in performance metrics and operational excellence.
• Ability to translate business strategy into operational plans.

Responsibilities

• Lead and manage day-to-day operations across teams.
• Define and track key performance indicators.
• Identify operational bottlenecks and implement improvements.

Skills

Operational leadership

Performance management

Strategic planning

Team coaching

Process optimization

Job description

Join to apply for the SME - Asset Management Operations role at Crisil

We are seeking a seasoned and execution-driven individual to lead delivery for our non-investment focussed client relationships. This role requires a strategic thinker with a strong bias for action, process discipline, and team leadership. You will be responsible for overseeing service delivery teams, improving KPIs, implementing scalable processes, and driving cross-functional collaboration to ensure operational excellence and client satisfaction.

Key Responsibilities

Operations Leadership

• Lead and manage day-to-day operations across client-facing delivery teams.
• Ensure adherence to internal SLAs, TAT, quality benchmarks, and overall client satisfaction.

Performance Management

• Define and track key performance indicators (TAT, SLA compliance, resource utilization).
• Drive continuous improvement in productivity, quality, and delivery metrics.

Strategic Execution

• Translate business strategy into operational plans.
• Oversee capacity planning, workload distribution, shift structures, and team bandwidth management.

Team Leadership

• Manage and coach mid-level managers and team leads; drive team performance and accountability.
• Foster a culture of transparency, ownership, and high standards.

Process Excellence

• Identify operational bottlenecks and lead initiatives for SOP development, automation, and process optimization.
• Roll out workflow changes, tech tools, and process enhancements effectively across teams.

Customer-Centric Operations

• Proactively manage escalations and ensure client expectations are consistently met or exceeded.
• Align internal workflows and quality metrics with external client requirements.

Governance & Compliance

• Maintain adherence to quality standards and industry regulations.
• Ensure documentation and audit-readiness across operations.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• IT Services and IT Consulting