Description

Role description

Experience: 10+ years
Location: Kochi

Role Summary

The role is responsible for ensuring effective execution of reporting services, maintaining quality, timeliness, and adherence to SLAs across all shifts. The position oversees incident management, daily operations, stakeholder communication, and team leadership while driving process improvements and service excellence.

Must-Have Skills & Qualifications

Technical & Operational Competencies

• Strong experience in managing reporting or analytics service operations.
• Proven ability to ensure SLA adherence, service quality, and timely delivery across multiple shifts.
• Hands-on experience with incident management, including root cause analysis and implementation of mitigation plans.
• Experience in monitoring daily operations and resolving issues related to performance or service scope.
• Strong understanding of KPIs, SLAs, quality audits, and regulatory compliance standards.

Leadership & Management

• Demonstrated experience leading and managing a team of 20+ reporting or analytics professionals.
• Performance management, coaching, and professional development experience.
• Ability to coordinate cross-functional teams and drive accountability.

Stakeholder & Communication Skills

• Strong communication and stakeholder management skills; ability to act as the primary point of contact for clients and internal teams.
• Experience handling escalations and governance discussions.

Process & Quality Management

• Proven ability to identify process improvement opportunities.
• Experience implementing automation or optimization initiatives to enhance efficiency.

Good-to-Have Skills

Technical

• Familiarity with reporting tools (e.g., Power BI, Tableau, Excel, SQL).
• Exposure to workflow management and incident tracking tools (e.g., ServiceNow, JIRA).
• Basic understanding of automation technologies (e.g., RPA, scripting).

Domain / Industry

• Experience working in shared services, managed services, analytics, or BPO environments.
• Understanding of regulatory reporting requirements relevant to the industry.

Soft Skills

• Strong problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced, multi-shift environment.
• Adaptability to evolving business needs and technological changes.