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Vuram
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Group Manager - Operations

Group Manager - Operations

Vuram

2 - 6 years

8 - 12 Lacs

Bengaluru

Posted:1 month ago| Platform:

Apply

Skills Required

Group Manager Operations Attrition management Billing Process excellence MOM Budgeting Operations SLA management Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

> Operation delivery-

1) SLA management (including waiver for SLA misses)

2) No NC Audit findings - Inclusing closure of all risk gaps within timelines

3) Change Request management

4) Productivity at 100%

5) Billing accuracy and adherence to bench% for process> Process Excellence 1) Driven 15 ideas in the team each month> Governance

1) Complaints + Breaches + Operational Events oversight

2) Governance packs & MOMs - Accuracy of data and timeliness

3) Accuracy for the reports published & timeliness for all reporting> People

1) Variable Incentive Compensation - Incentive structure effectiveness

2) Adherence to the bell curve

3) review every quarter and updation every year4) Attrition management

5) EWS EWS accuracy for the team6) Rewards - Adherence to budget, Qualitative comments, Relevant awardees7) 1-0-1 Agent Audits Audit conducted and findings shared with Sr. Manager highlighting non-adherence cases8) TAPP reporting - adherence to breaks, on floor time and utilisation > Learning 1) CBT completion CBT completion all green for team (except ML cases) 2) 8 hours invested in the month for self development via Self nomination3) CII certifications into L&P added advantage (LF1, CF1, FA1, FA2)

Qualifications

Bachelors degree

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Group Manager - Operations