Assistant Manager

Tata Consumer Products

5 - 10 years

9 - 12 Lacs

bengaluru

Posted:23 hours ago| Platform:

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Skills Required

bpo green belt automation project management process improvement customer service continuous improvement service quality operations monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsible for Operational Delivery
Customer Management and Communication
Leadership & People Management
Cross Functional Activities
Process Improvement Planning
Continuous improvement

Customer Service

The role will be required to manage and lead teams monitoring all quality processes for the SSC. The role would be measured on the overall effectiveness of the quality assurance process. The Job holder would need to ensure adherence to Internal Controls and SOX Compliance norms relating to the quality assurance process.

Internal Processes

Liaison with the Process excellence team and Leadership team in establishing the strategic direction and 3 5-year plan for the QA team within the shared services center
Manage the implementation of initiatives to improve the organizational effectiveness of the service delivery team
Liaison with SSC Leadership in designing dashboards and metrics to track the ongoing performance of the service delivery team
Manage the evaluation of QA measures set for the service delivery team on a periodic basis
Ensure a change-controlled version of the service delivery organization is managed and kept up to date as the organization evolves
Liaison with Sr Delivery Managers and HR team to identify relevant initiatives for service delivery staff to enhance their delivery capabilities
Supervise quality team in carrying out periodic assessments on the service delivery team
Provide inputs to the Leadership team in developing new KPIs and SLAs to increase organizational effectiveness of service delivery team
Conduct periodic reviews with Service Delivery Leadership team to discuss quality assessments
Participate in accuracy improvements, productivity improvements, customer satisfaction projects
Execute cross functional projects to ensure the end-to-end process is operating at a required level
Review global execution and performance summary
Assess upcoming business changes impacting service
Lead from the front in the root cause issues and resolution priorities using DMAIC, SIPOC approaches

Innovation and Learning

Transformation team to identify service quality improvement opportunities and collaboratively implement the initiatives
VMO Lead to manage vendor relations, quality and service delivery
IT on automation / digitization initiatives for the process

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