Deputy Manager - Operations

Company Description

• As a DM of the process, need to ensure that agents are meeting their productivity and quality.
• Appropriate coaching and feedback to be given
• Leave request to be approved and roster to be released ensuring client clearance expectation is met.
• Monitor and track work allocation, reviewing and addressing pendency, SLA, and TAT adherence.
• Manage client relationships and ensure effective query resolution.
• Oversee hiring and staffing to maintain optimal workforce levels in line with projections.
• Ensure compliance with InfoSec, contractual metrics, and exception approvals.
• Manage communication and escalations for onshore SLA managers' direct reportees. Proactively identify risks and red-flag potential issues that could impact deliverables.
• Drive special projects focused on productivity improvement, business continuity planning (BCP), and cross-utilization within sub-processes Operation and Quality Deliverables
• Track, review, and manage work allocation, ensuring minimal pendency and timely reallocation to meet SLA and TAT commitments
• Maintain effective client communication and relationship management to ensure seamless process execution and service delivery.
• Address and resolve operational queries while proactively managing roadblocks that may impact associates working from home or office.
• Ensure efficient planning, work allocation, and adherence to SLAs.
• Resolve operational challenges affecting efficiency and client satisfaction.
• Ensure compliance with contractual and operational metrics.
• Identify and escalate IT issues, keeping stakeholders and management informed while maintaining a downtime log with relevant incident numbers.
• Ensure optimal staffing levels based on business projections and workforce planning needs.
• Drive continuous improvement initiatives in workforce management
• Serve as a key point of contact for escalation management, ensuring efficient communication with onshore SLA managers and direct reports.
• Lead productivity enhancement initiatives at both the process and agent levels, implement Business Continuity Planning (BCP), and drive cross-utilization within sub-processes. WNS & BA Compliance
• Completion of WNS training within 1 month of onboarding.
• Completion of all BA mandatory trainings within 7 days from the date of joining.
• Oversee attendance, leave regularization, schedule adherence, and team communications, ensuring compliance with company policies and procedures. Conduct one-on-one meetings and facilitate necessary training or coaching sessions.
• Ensure timely and accurate internal and client reporting for process transparency
• Ensure adherence to InfoSec policies, contractual metrics, and exception approval processes. SKILLS AND KNOWLEDGE
• Computer Literate Graduate. Minimum 3-4 years of relevant work experience preferred.
• Advanced ISO Awareness training.
• Strong analytical skills with a quick learning ability.
• Attention to detail and problem-solving skills.
• Methodical, structured, and organized approach to work.
• Customer service orientation.
• Excellent communication and presentation skills.
• Strong sense of responsibility and accountability.
• Understanding of operational processes and workforce management.
• Proficiency in MS Office.
• Effective team player with the ability to manage stress and multitask.
  

Qualifications