Team Lead, SFRP Back Office – India
On-siteHyderabad, Telangana, India
Job Summary
Lead and oversee daily offshore transaction workflows and administrative processes for SFRP plans using Kofax and ASTRO, ensuring operational effectiveness and compliance with all SLAs and regulatory requirements. Supervise, train, and mentor a team of financial analysts and operations staff, promoting a culture of continuous improvement and operational excellence. Develop, implement, and continually enhance process documentation, SOPs, and control frameworks to ensure error-free administration. Act as principal escalation point for workflow exceptions, risk events, and system bottlenecks, coordinating with technology, compliance, and business partners for rapid resolution. Identify automation opportunities, optimize Kofax workflows, and recommend enhancements to ASTRO environment. Analyze operational and performance data, create actionable dashboards, and communicate key metrics, risks, and insights to senior management. Lead process improvement projects, manage change initiatives, and ensure smooth communication between offshore and onshore teams. Support audits, control certifications, and compliance reviews as the process and tools expert for offshore operations. Protect, secure, and properly handle all confidential data held by Ascensus to ensure against unauthorized access or improper transmission.
Required Qualifications
- 8–10 years in operations within BFSI, Government Savings, or similar regulated environments
- Minimum 4 years managing teams and operational delivery
- Proven track record in SLA management, process improvement, and stakeholder engagement
- Experience in handling audits and compliance reviews
- Ability to lead and motivate teams (10–30 FTEs)
- Strong delegation, coaching, and performance management skills
- Conflict resolution and team development
- Operational Excellence
- Expertise in process design, SOP creation, and workflow optimization
- Strong understanding of SLAs, KPIs, and operational metrics
- Ability to implement Lean/Six Sigma principles for continuous improvement
- Excellent communication and negotiation skills
- Ability to manage internal leadership and external partners effectively
- Skilled in handling escalations and driving resolution
- Proficiency in Excel, MIS reporting, and dashboard creation
- Ability to analyze operational data and derive actionable insights
- Knowledge of regulatory requirements, audit readiness, and risk controls
- Familiarity with KYC/AML guidelines and internal governance frameworks
- Uninterrupted virtual workspace
- Family care being in place during business hours
- Internet work speed requirement of 25 Mbps or better for individual use
- For call center roles specifically, hardwire equipment directly to the internet router or ensure workstation is in close proximity to the router
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