Posted:2 hours ago|
Platform:
Work from Office
Full Time
Manage the operations and customer service delivery processes for the assigned
projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters. Managing a team of Associates (total team size 40-50 Associates)
Ensure smooth operations of the assigned processes through monitoring performances of the
teams and handling escalations Responsible for meeting Client SLA Target. Identify and build on areas where value can be added in operations. May conduct research toidentify areas of improvement Lead projects of improvement and track measures/processes to improve quality andproductivity Assist in developing and maintaining appropriate systems, policies and procedures for theeffective management and optimum deployment of resources
Establish/publish Standard Operating Procedures
Analyse workload and work flow trends to maximise the effective use of resources Ensure team complies with all quality standards and performance measures. Prepare reports and other documentation for Management review. Actively promote, implement and comply with Departmental policies, procedures, practices and principles. Responsible for outward facing facilitation (Clients). Ensure that appropriate (internal/external) customer service standards are achieved andmaintained. Define customer satisfaction parameters and track customer satisfaction Ensure all customer escalations are handled on utmost priority with proper RCA. Responsible for process automation.
Minimum 2-7 years of experience in operations with at least 3 years of team management (Team size More than 30 people)
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