Handle 2nd level escalations, work in 24*7 shift 2. Managing team leads and agents in customer driven environment 3. Ensure adherence to KPI and SLAs in operations delivery 4. Ensure attritions targets are not breached 5. Actively participate in governance calls with the clients for effective process management 6. Manage operations through end to end planning, metrics review and root cause analysis 7. Manage Client relationship as part of operations delivery; 8. Drive change by successful implementation of process improvement recommendations 9. Review overall staff performance and recommend training needs 10. Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery Roles & Responsibilities: . Experience in banking operations 2. Experience of having managed a team of with a span of 50+ FTEs 3. Ability to build & motivate teams 4. Understanding of regulatory guidelines/ laws in banking industry 5. Ability to manage Client escalations and Client relationships 6. General working knowledge of accounting, financial spreading and credit risk analysis Mortgage(Originations)