4 - 9 years
20 - 25 Lacs
Posted:4 days ago|
Platform:
Work from Office
Full Time
A Manager in GSRC team typically manages a team of up to 20 people
The role can also require managing a team of Subject Matter Experts (SMEs) and Individual Contributor (IC) that acts as support function for teams Candidate will also be expected to interact with counterparts in other geographies and share best practices across the program and cross program The basic responsibilities include, but not limited to Own business metrics and processes, aligned with business goals; Implement KPIs(Key Performance Indicators), metrics, audit processes, and best practices to track, maintain and exceed productivity (TPH) and quality (DPMO/defects/internal audit scores) as per service level agreements Actively manage capacity and triggers for investigations to balance supply and demand Contributes to goal settings for direct team members in lines with process goals Responds to escalations/analyzes data; highlights trends and gaps, and prepares data for business meetings/reviews Analyze defects and develops programs that fix root causes and work with other support/tech/process excellence teams wherever required Build and scale process-related solutions that have metric impact through multiple projects and automation; drive adoption of solutions across teams Review SOPs, processes, and tools to ensure that proactive changes have a positive impact on process and team performance Prepare and share scorecards monthly following leadership aligned timelines, ensuring effective performance management and optimum employee experience Acknowledge and reward strong performers Guide new joiners to meet training goals during onboarding and training phases, providing coaching as necessary Recruit top-quality reviewers/classifiers and develop their skills by setting SMART goals and driving developmental plans Provide regular coaching and feedback to help them grow in functional and leadership skills, expanding team capabilities which provide growth opportunities for future leaders Ensure direct team members adhere to their schedules by punching in and out on time daily, accurately tracking their activities as productive or non-productive and applying leaves on the amazon portal to avoid impact to Utilization and productivity Additional responsibilities may involve taking part in analyzing data trends for planning for the program, ensuring process hygiene for multiple functions, onboarding new processes and running cross program initiatives regarding people engagement
Amazon
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