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 career 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,

📌 Manager I - Service Manager – Reporting Services (Kochi)
🏢 UST
📍 Kochi