training manager-phone banking.

Roles & Responsibilities- Phonebanking – Outbound Process ManagerEnsuring that the right level of competency is available in order to drive best in class service deliveryQuality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellenceConduct analysis of key results KPI (ACHT/Abandoned %/ CSAT scores/ASA/Shrinkage%) and business metrics on a regular basis to ensure that all deliverables meet or exceed expectationsDetermines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysisOwn and drive regular updates to ensure knowledge level of team is continuously updatedResponsible for managing the overall quality monitoring/auditing, preparing and providing adequate feedback to ensure process complianceDevelopment of operational strategies, conducting of periodic assessments and review of capacity planning to ensure availability of resources and IT system to support business plansRegular feedback to quality, ops and training teams enhance the overall customer experienceIdentify root causes and share analysis through reports presentationsIdentify improvement opportunities, develop and drive appropriate action plans for enhancement quality, service indicators and utilization of the resourcesResponsible for retention and shrinkage control.Skill setDeep domain expertise in Voice/ outbound contact centre and operations.Hands on experience of managing SLAs and KPIsExcellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large teams (100+ Agents)Good Analytical Skills; Expertise in analysing data, creating models using excel and other toolsExcellent Communications skills, both verbal and Non-Verbal.Eye for detail - Ability to identify potential failure modesAnalytical and problem-solving ability Desired Skill Sets / Preferred AttributesGood knowledge of Cross sell/ Recovery / LAP / Credit Card Sales/ Lead generations/ Opportunity conversions.Experience of handling large team of 100+ members.Experience of working in tools of CRM.Work Experience10 + years’ experience in working in Outbound process of Contact CentresExperience in working in Banking domain preferableExperience in process improvement preferable in digital platforms Technical SkillsUnderstanding of Industry Quality Tools/service metricsAdvance knowledge of MS office and presentation skills

Job Description:Our team provides Financial Service clients with Internal Audit services, using a combination of industry and business expertise to deliver innovative Internal Audit solutions to clients across the nation.We are hiring Manager - US Corporate Tax (Form 1120)Job DescriptionsPreparation, reporting, review and payment for all federal and state tax filings.Preparation of federal and state estimated tax payments.Prepare and review the international portion of US federal tax returns.Manages and ensures appropriate tax accounting in the general ledger.Identifies tax savings and exposures and effectively communicates such findings.Oversees the development and maintenance of tax accounting policies and standardized procedures.QualificationBachelor's or Master's Degree in Accounting, Taxation, Finance or related fields.Valid CPA and/or EA license preferred.Minimum 3+years of US corporate tax (1120) experience - ideally at a Big4 or other public accounting firm.Comprehensive understanding of US corporate tax technical and compliance concepts.Excellent internal and external written and verbal communication skills.