Your key responsibilities

Technical expertise

• Conduct research using both systematic and intuitive secondary research techniques
• Study the research findings, draw inferences and conclusions in response to the research requirement
• Use analytical and project management methodology and tools
• Complete all assigned projects/tasks in line with the standard operating procedures and stipulated         timelines
• Facilitate and drive the processes to completion
• Perform periodic review of team’s deliverables to evaluate completeness, accuracy, and appropriateness 
• Flag issues/potential challenges at appropriate time so that timely action can be initiated
• Develop subject matter expertise in RMS wide process & policies
• Identify & execute opportunities of process improvement & efficiency gains
• Continuously add value to assigned processes and develop solutions for situations that may not have been previously documented
• Take ownership of a variety of operational activities for seamless functioning of the process 
• Provide feedback to the team members and help them move up the learning curve

Client Management

• Lead and drive business development & scope expansion conversations with the Global, Area and Regional Risk Management and Service Line Quality leadership
• Actively manage the leadership’s expectations through setting up a robust client management framework
• Responsible for addressing & resolving service delivery issues / escalations
• Understand and meet leadership’s requirements independently 

People Management

• Manage performance of the team members from setting goals to assessing performance against goals to providing performance feedback
• Help counsellors in completing periodic performance reviews of their counselees
• Manage and address potential conflicts amongst the team members
• Work cohesively with the team to address their issues/concerns and maintain a positive working environment 
• Ensure adherence to work-flow protocol and tools
• Coordinate training schedules for new and existing members of the team
• Coach and mentor team members for professional development and recommends training requirements to address perceived gaps
• Identify training, learning & development opportunities for the team members

Skills and attributes for success

• Provide first POC for guidance to the team and put only unanswered / new questions to the leadership
• Pledge for quality of output through internal review mechanisms
• Workflow allocation and ensuring delivery in agreed timelines
• Highly developed project management skills
• Teaming attitude and excellent inter-personal and leadership skills
• Manage day-to-day administrative issues & communicate appropriately to the customers at GDS
• Responsible for achieving customer satisfaction measures / project critical success factors
• Innovative mindset and adaptive to changing technologies

To qualify for the role, you must have

• MBA or equivalent post-graduate degree from a reputed institute
• At least 6-8 years of professional experience, out of which some experience should have:
  • Compliance or research functions in Big 4 or other professional service organizations
  • Managing reasonably mid-size teams -  atleast 25 members
• Exposure of handling international customers/client interaction
• Well-developed analytical, interpersonal, and verbal and written communication skills in English
• Knowledge of artificial intelligence to drive process automation 
• Credible experience working in a fast-moving, client-driven environment
• Flexibility to work in business season (if required)