Manager I - Service Manager – Reporting Services

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.

business process outsourcing,operations management,service delivery,service management,