Role description
Job Title: Service Manager – BPO Reporting Services
Role Overview
The Service Manager will oversee the end-to-end delivery of a Business Process Outsourcing (BPO) service focused on producing high-quality, timely reports on investment status and performance for clients of an Asset Management company. This role will manage a global team of approximately 30 Reporting Analysts operating across three shifts (US, EMEA, APAC) to ensure continuous coverage and adherence to service-level agreements (SLAs).
Key Responsibilities
- Ensure correct execution of the reporting service, maintaining quality and timeliness across all shifts, and adhering to agreed SLAs.
- Oversee incident resolution and root cause analysis for service disruptions, managing service continuity risks and implementing mitigation plans.
- Monitor daily operations, resolve issues impacting service scope or performance, and escalate as needed.
- Lead and coordinate a team of ~30 Reporting Analysts based out of Kochi – India, driving engagement, performance management, and professional development.
- Implement and monitor KPIs and SLAs for report accuracy, timeliness, and compliance with regulatory standards.
- Conduct regular audits and quality checks to maintain service excellence.
- Act as the primary point of contact for client and internal stakeholders regarding service performance, escalations and governance.
- Identify process optimization opportunities, leveraging automation and best practices to enhance efficiency.
Required Skills & Qualifications
- Bachelor’s degree in Finance, Business Administration, or related field.
- 8+ years of experience in service delivery or operations management within BPO or financial services.
- Strong understanding of asset management/investment banking/private banking reporting processes and regulatory requirements.
- Proven ability to manage large teams and deliver under tight deadlines.
- Excellent communication and stakeholder management skills.
- ITIL or similar service management certification preferred.
- Proficiency in English.
Skills
business process outsourcing,operations management,service delivery,service management,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
