The Assistant Manager will be responsible for overseeing a defined operational process area, either Engagement Management or Billing, Staffing & Reporting, while ensuring effective day-to-day team coordination and consistent service delivery. This role will act as the process expert, manage team operations, monitor SLA/KPI performance, and serve as the first point of escalation for the USI team. The individual will work closely with the USI Team Lead and onshore stakeholders to drive operational efficiency, reporting discipline, and continuous process improvement.

Work you will do

The key job responsibilities include the following:

• Act as the SME for the assigned functional area, either Engagement Management or Billing, Staffing & Reporting.
• Lead, organize, and coordinate the day-to-day operations of a team of approximately 6-8 team members.
• Monitor service delivery against defined SLAs, KPIs, and operational quality standards.
• Ensure regular tracking, review, and reporting of operational performance to onshore teams and management.
• Identify performance gaps, process issues, and operational risks, and drive timely resolution.
• Serve as the first point of escalation for the USI team on process, delivery, and stakeholder-related matters.
• Support workflow prioritization, task allocation, and adherence to deadlines and service expectations.
• Drive continuous improvement through process optimization, issue analysis, and implementation of corrective actions.
• Provide guidance, coaching, and operational support to team members to ensure consistent process execution.
• Build and maintain effective working relationships with internal stakeholders, including onshore teams and management.
• Ensure compliance with established process controls, policies, and reporting requirements.

Role-Specific Responsibilities

Engagement Management

• Oversee engagement management activities and ensure accurate and timely execution of related processes.
• Support resolution of engagement-related queries, exceptions, and escalations.
• Identify opportunities to improve engagement management processes, controls, and service delivery effectiveness.

Billing, Staffing & Reporting

• Oversee billing, staffing, and reporting activities to ensure timely and accurate execution.
• Monitor operational metrics related to billing, staffing, and reporting, and provide regular insights to management.
• Drive resolution of process issues and identify opportunities to improve reporting quality and operational efficiency.

As an Assistant Manager, you will have additional responsibilities of process and management work:

• Ensure team follows the SOPs.
• Maintain important communication with Stakeholders.

• First point of contact for escalations.
• First point of contact to arrange training for the team.
• Make sure team completes compliance training
• Quality Monitoring ( daily checks and weekly discussions )
• Regularly gather performance feedback from BE Lead for respective USI Team member.
• Complete regular check-ins/reviews with the team member in line with the firm’s performance management programme.
• Input provider and citations for Rewards and Recognition
• Assist the team in hiring.
• Team/Individual meetings
• Discussions with Stakeholder on performance issues and if improvements are required.
• Resource Management
• Leave Management
• USI Trainings management
• New hire / Refresher trainings/ guidance
• Quarterly feedback forms to be filled based on the input provided by the stake holder and validate as per USI guidelines and score the team member in USI RPM system.

The Team:

The USI F&BO team at Hyderabad supports a wide variety of capabilities like financial reporting, HR and financial transaction processing, administrative service and helpdesk support, marketing, and IT services.

Qualifications and experience required:

• Minimum 6 years of relevant finance and/or process management experience.
• Strong analytical mindset with the ability to interpret operational data and performance trends.
• KPI-driven approach with demonstrated focus on service delivery and performance management.
• Strong problem-solving skills with the ability to identify root causes and implement practical solutions.
• Effective verbal and written communication skills, with the ability to engage confidently with stakeholders across teams.
• Proven ability to manage operational priorities and coordinate team activities effectively.

Pre-requisites:

• Demonstrates strong understanding of financial applications and related operational workflows, with the ability to navigate systems effectively to support engagement and business processes.
• Brings experience in managing and interpreting team operational data, partnering with leadership to present insights in a clear and useful manner, while effectively addressing stakeholder queries and information requests.
• Serves as a Subject Matter Expert (SME) across end-to-end engagement management activities, ensuring seamless execution, process adherence, and operational support throughout the engagement lifecycle.

Location: Hyderabad

Work timings: 11 AM to 8 PM, can change according to business needs