RESPONSIBILITIES

Operations & Client Management:

- Initiate and drive recruitment activities in collaboration with Resource Management and Talent Acquisition to meet delivery demand

- Monitor hiring pipelines, capacity, and onboarding progress; provide regular delivery and staffing reports

- Act as a primary escalation point for people risks, issues, and dependencies; proactively communicate and negotiate mitigation plans with clients

- Build strong, trusted client relationships while balancing commercial, delivery, and people considerations

- Identify delivery and operational inefficiencies and lead continuous improvement initiatives

People Management & Engagement:

- Act as local People Manager, ensuring regular engagement, communication, and alignment with organizational goals

- Support team capability growth through facilitating training initiatives, coaching, and team-building activities

- Foster a high-performance, collaborative, and inclusive team culture

Governance & Reporting:

- Prepare and deliver regular and ad-hoc operational, delivery, and management reports

- Prepare and deliver regular and ad-hoc operational, and management reports

- Weekly reporting on recruitment and onboarding status

- Prepare procurement monthly review decks

- Onboarding at DBS

- Follow ups on renewals and contracting

REQUIREMENTS

- 5+ years of experience in Service Delivery or Project Management Office. Overall experience should be not more than 10 years

- Proven experience delivering services within the BFSI domain

- Background in a global, corporate, or matrixed environment

- Excellent stakeholder management, communication, and negotiation skills

- Customer-centric mindset with a focus on quality and continuous improvement

- Advanced proficiency in MS Office (Excel, PowerPoint, reporting)

- Good at operations and governance reporting

- Go getter to own all operational and people process