886 Kpi Jobs - Page 25

About VOIS: VO IS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK. Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, VO IS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone. About VOIS India: In 2009, VO IS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VO IS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more. Job description Roles/Responsibilities: - IT Service/Application/Infra/Operation Transition and Enablement - Ensure a smooth and efficient transition of IT services/IT solutions to support teams and establishing Service Operating Model/support Model. - Hands on experience on cloud suppliers assessment/onboarding and managing supplier performance and reporting to stakeholders. - Strong understanding of ITIL and IT Service Management best practices - IT Project Management - Proficient in setting up SLAs and support model for IT Operations teams Experience: 7-10 Years in Service Transition, Service Design, Service Enablement Skill Required: Primary skill- IT Service transition, Service management, ITSM, Service Design, Setup SLA/KPI, Excellent Communication Secondary Skill- Incident Management, Cloud IT Service Transition VOIS Equal Opportunity Employer Commitment India: VO IS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics. As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion , Top 50 Best Workplaces for Women , Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do. By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills! Apply now, and we'll be in touch!

Tech Mahindra Ltd Pune Hiring for International Voice & Email Process Contact- Janhavi- 9284420594 (whatsapp/call) Aishwarya- 7066273283 (whatsapp/call) Work Location- Tech Mahindra Hinjewadi Phase 3(Both Way Cab facility) Role & responsibilities Resolving billing issues using query solving techniques and providing clear and concise information. Answering questions about billing or services. Manage International inbound customer calls with a focus on providing exceptional service and resolving inquiries. Listen actively to customer needs, concerns, and feedback, and respond appropriately. Accurately document customer interactions and update records in the CRM system. Collaborate with team members and other departments to resolve complex issues. Required profile Min 6 months of international Voice experience In Billing (Understanding of recurring bills, Billing cycle Changes, Due date, Prorate charges, Auto-Pay & Surcharges, Service charges, and taxes) Experience resolving customer issues in billing, Demonstrated communication skills. The clarity in thought process (Able to articulate his/ her thought) Ability to handle tough situations with customers. Strong ability to multitask and take fast decisions independently. Willing to work in a 24*7 environment (Rotational shifts/5 Days a week). Customer Centric & Logical Thinking & Need to be Enough Spontaneous Ensure Timely & Professional Responses to all Queries. Perks and Benefits Cab Facility both ways [ Pick up and drop within Transport radius. Immense Growth Loyalty bonus upto 20k Interview Rounds: 1st Level - UAT / Operations 2nd Level - Versant [ Need to score 60 and above]

Degree or Diploma in Plastic, or CIPET with Minimum 15Years Experience in Injection Molding Manufacturing Plant followed by minimum 5 Years in Managerial role Require a candidate with rich 15+ years of relevant work experience in Injection Molding Manufacturing Plant. Primarily Laying down policies and procedures for the department - to ensure the department functions to meet focal points of the organization, customers and stake holders. Responsible for compliance. Responsible for maintaining Overall P/L of the department Responsible and Contributing in departmental Budget activities Define, Recruit and train of technical staff related to production. Setting departmental goals KPIs & KRAs ensure compliance to QMS /EHS, driving continual improvement plans and CA Implement Quality policy in his function, establish systems in place, participate in IQA and ensure observation closure Goal deployment & performance appraisals for the team membersDefine & Implement MIS template for the Department • Ensure the Records and Documents are maintained properly • Drive the Department team to get maximum throughput of the equipment and machineries with On time delivery and Quality • Work Closely with the Internal stakeholders to define policies and systems • Expertize in Various polymer processing technics, Polymers and Its troubleshooting • Should Contribute in development of New products, tool, process, machineries and/or designing of any systems, process flow.

Job Title : Senior Style Associate Department : Retail Stores Reports To : Store Manager Role Summary : The Senior Style Associate leads by example, delivering exceptional customer experiences, driving sales, and ensuring operational excellence with a customer-focused mindset and adaptability. Key Responsibilities : Customer Focus Build and maintain strong customer relationships by understanding their preferences and providing tailored solutions. Address issues professionally and ensure customer needs are met. Gather customer feedback to improve products and services while addressing any concerns promptly. Sales Mastery Responsible for achieving store sales targets. Drive solution-based sales by understanding customer needs and offering relevant products and services. Focus on selling higher-value products to increase the average transaction value. Use upselling and cross-selling techniques to enhance customer engagement and meet sales targets. Demonstrate negotiation and objection-handling to convert prospects into loyal customers. Flexibility and Change Management Adapt to changing customer needs and share product and customer insight with the team. Demonstrate problem-solving skills to address challenges and manage resistance effectively. Show learning agility by quickly adopting new processes or strategies to improve sales and service. Decision-Making Utilize analytical thinking to make sound operational decisions. Independently manage store operations in the absence of the Store Manager, ensuring smooth functioning. Store Operations Excellence Prevent shrinkage by closely monitoring inventory levels and minimizing discrepancies. Assist the Store manager in managing inventory processes, including replenishment, stock takes, and tracking product turnover. Ensure accurate inventory records and adhere to operational guidelines to maintain efficiency. Follow company policies, work processes, and enforce store standard operating procedures (SOPs). Escalate any identified bottlenecks. Leadership Excellence Take charge of situations requiring immediate attention, including escalated customer issues, and ensure professional resolutions. Lead by example in fostering accountability, goal-driven performance, and ethical practices within the team. Assist in training and mentoring new and existing team members to improve their understanding of products and services. Candidate Requirement : Min HSC 2 years of retail experience/ Graduates with 2 years of experience in retail. Must be above 20 years of age and below 35 years of age. Basic computer skills and microsoft office Proven track record of exceeding sales targets consistently Experience in providing exceptional customer service and building strong customer relationships Experience in mentoring team members Experience in handling cash transactions and inventory management Proficient in POS systems and other relevant retail technologies Knowledge of visual merchandising principles Positive and enthusiastic attitude Excellent presentation and grooming standards Flexibility and adaptability to work varied shifts

Overview We are an integral part of Annalect Global and Omnicom Group, one of the largest media and advertising agency holding companies in the world. Omnicom’s branded networks and numerous specialty firms provide advertising, strategic media planning and buying, digital and interactive marketing, direct and promotional marketing, public relations, and other specialty communications services. Our agency brands are consistently recognized as being among the world’s creative best. Annalect India plays a key role for our group companies and global agencies by providing stellar products and services in areas of Creative Services, Technology, Marketing Science (data & analytics), Market Research, Business Support Services, Media Services, Consulting & Advisory Services. We are growing rapidly and looking for talented professionals like you to be part of this journey. Let us build this, together. Responsibilities Successfully managing day-to-day performance of campaigns across different DSPs including but not limited to DV360, Amazon and TTD Able to ideate successful audience segmentation aimed at reaching a client goal Able to execute optimizations aimed at exceeding KPIs; Set campaign "strategies", e.g., targeting, bidding, platforms, data usage, ideas, downstream client funnel optimization Capable of analytical efforts to mine campaign, ad server, impression, and user data to identify optimization opportunities Able to make compelling arguments based on data and results for more client data access Working with agency team to develop best-in-class solutions based on available tech Communicates day-to-day format, screen, inventory performance to clients and agencies as needed Understands and can describe bottom-up planning, how client goals and KPI’s to platform activation strategies/tactics across the funnel Qualifications 6 to 9 years of experience in managing programmatic campaigns for large clients Expert knowledge of digital programmatic buying with hands-on experience using demand-side platforms for large-scale clients Working knowledge of the holistic digital landscape: video, display, social, programmatic, and marketing analytics Able to proficiently describe all possible KPIs and how they fit into the customer journey Comfortable thinking strategically and analysing performance in a continually evolving, dynamic environment Proficient in Excel, with demonstrated ability to organize and consolidate multiple data sources for analysis.

Job Purpose Effectively driving sales through efficient department operations, customer service delivery, motivation and retention of store personnel and adherence to company norms. Education Qualifications Graduation/ Post Graduation Key Responsibilities Align departmental sales plans and quotas with business objectives, ensuring gross margin, stock on hand, brand mix, and discounts are managed as per strategy. Maintain operational consistency across stores, including merchandise, billing, demos, and inventory, through systematic reviews. Address field requirements with well-thought-out solutions to consistently meet department targets. Ensure the right product and merchandise mix, driving sales effectiveness and brand-family balance. Drive sales, margin, shrink control, cost optimization, and attached percentages to maintain a healthy P&L for the department. Analyze store sales performance and take necessary actions to meet objectives. Lead and motivate the store operations team to achieve sales and efficiency targets, aligning with the company’s vision and values. Set clear performance goals, track progress, provide feedback, and address performance issues promptly. Identify and develop successors for critical positions within the department. Manage inventory and assortment according to plan, ensuring adherence to process through planogram audits. Engage with customers to gather feedback on service and processes, continuously improving based on their input. Stay informed on market competition and foster a customer-obsessed culture by prioritizing customer centricity. Key Performance Indicators Gross Margin, SOH Segment & Brand mix Discount Management Brand share Finance- Paper/card VM Implementation Achieve Nos - TGT Vs Ach, RCP, Attachment, EOL. Customer Experience - VOC - Participation, score, SQA, complaints, People Management. Business Acumen -Profitability, Competition. Jio Business - Activations, Recharges, CAF Rejections Job Requirements 1. Functional Competencies • Operational Effectiveness • Finance Management • Analysis and Problem Solving • Results Orientation 2. Behavioural Competencies • Self-Development • Emotional Intelligence • Customer Service Orientation • People Management • Communication • Teamwork and Collaboration

Job summary The Program Manager will oversee the Service Desk operations in a hybrid work model ensuring seamless day-to-day activities. With 8 to 12 years of experience the candidate will drive efficiency and innovation in service delivery. This role requires a strategic thinker who can enhance customer satisfaction and contribute to the companys growth and societal impact. Responsibilities 1Manages all activities in the Delivery center 2Coordinates Knowledge Managers Escalation Managers and Incident Managers and makes sure they are aligned 3Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity supports role of WFM Workforce Management 4Ensures process changes are implemented 5Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs 6Reviews and followsup on ticketbased Customer Satisfaction CSAT reviews within the delivery center 7Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads 8Reviews escalations and implements corrective and preventive actions on DC level 9Initiates and manage against the Service Improvement Plan SIP and Continuous Improvement Plan CIP 10Supervises performance of the team and is responsible for their qualification 11Attends the monthly governance meeting Team Leads meeting Requirements Experience 10 years in IT service desk management or similar leadership roles Education Bachelors degree in IT Computer Science or related field preferred 7 years in IT technical support managerial roles Experience managing international clients preferably USbased Strong knowledge of SLAdriven technical support projects Certifications Required Service Desk Manager Certification

We're Hiring: Team Leader Content Moderation (COMO) Location: Gurgaon | Shifts: Flexible | Experience Required: 1+ year as a Team Leader (on paper) Join IGT Solutions Pvt Ltd , a global leader in IT & BPM services for the Travel, Transportation, and Hospitality industries, and help us shape a safer digital world through effective content moderation. What Youll Be Doing: • Lead a team of 1015 agents handling image and video moderation (including afflictive content) • Drive productivity (>1000 cases/agent/day) and maintain 99% accuracy • Conduct 1:1s, weekly reviews, EWS & IDP discussions • Provide actionable data-driven insights to improve team performance • Deliver regular coaching, audits, and feedback • Ensure team well-being and collaboration with HR, L&D, Transport, and Payroll teams • Share policy/process recommendations and improvements What We’re Looking For: • Minimum 1 year of proven experience as a Team Leader • Hands-on experience in content moderation (text, image, video) for international clients • Strong in performance & stakeholder management • Comfortable managing afflictive content • Willingness to work in flexible shifts Why IGT Solutions? With 10,000+ industry experts and 15 global delivery centers, IGT is redefining excellence in IT-BPM for the world’s leading travel and tech brands. Learn more: www.igtsolutions.com We’re an Equal Opportunity Employer Diversity and inclusion aren’t just buzzwords—they’re our foundation. Ready to lead with impact? Apply now and be a part of something bigger. #HiringNow #TeamLeaderJobs #ContentModeration #GurgaonJobs #IGTSolutions #LeadershipRoles #DigitalSafety #JoinOurTeam Please share your resume on sonam.singh1@igtsolutions.com

Design, develop, and deploy Power BI solutions; build tabular and multidimensional models; create KPIs; and optimize ETL processes. Write complex DAX/MDX queries. Collaborate with teams, analyze KPIs, and present insights.

Job Summary: We’re looking for a skilled Radio Access Network Engineer with 2–5 years of experience: Experience with Radio Optimization process - E///, Huawei, Nokia, Samsung Experience in Radio Optimization 2G;3G;4G;5G Very good Knowledge of at least two of the following vendors: E///, Huawei, Nokia, Samsung, parameters and features Experience in Optimization projects in Operators Atoll and MapInfo experience Network Logical Configuration experience (Including Power, Electrical Tilt, Technologies, Bands, etc.), Experience analyzing Network Performance Data Responsibilities: Network Performance Management data control and anomaly detection and management Network Performance Reporting and Analysis - Top Offenders, Main Key Performance Indicators Enable views/queries and dashboards for reports in Performance Management tool Network Parameter baseline for optimal performance Identify actions, namely HW changes, to improve network performance Reporting and presentation of Network performance assessment Pre/Post and respective recommendations to improve. Database consistency checks – Topology and CM Requirements: Degree in Telecommunications, Electrical Engineering, or similar 2–5 years in Radio Access Network Engineering – E///, Huawei, Nokia, Samsung vendors, all technologies with higher knowledge in 4G, VoLTE and 5G – SA and NSA Strong troubleshooting and documentation skills Preferred: Vendor training certifications (e.g., E///, Huawei, Nokia, Samsung) Experience with other Mobile Operators network in Planning, Optimization, Troubleshooting/RCA and Reporting High level of Soft skills (communication, Problem-Solving) and Hard skills (Technical Proficiency, Analytical, Programming)

Job Description The Team Lead position is responsible for leading the employees on the Service Desk team in support of Customer engagements. The Team Lead is responsible for supervising employees and ensuring employees follow processes and procedures, as well as maintaining employee morale and providing a framework for employee progress and success. Job Responsibility : Responsible for achieving or exceeding monthly account-service level agreements (SLAs). Works with Operations Leadership to identify gaps and specific actions. Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions. Approves and monitors employee timecards, schedule adherence, and attendance. Responsible for conducting regular coaching sessions and for the retention of team members. Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to the Manager. Understands and works within SLAs and KPIs to fulfill Companys obligations. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Drives improvement and accountability for team based on Quality team and customer satisfaction feedback. Acts as a point of contact for customer inquiries and escalations. Works in an on-call capacity as needed. Required Experience, Education and Knowledge: Must be proficient in Microsoft Office. 5 years relevant helpdesk experience and Application support experience. Minimum of two years of supervisory experience. Experience with ITIL best practices. ITIL Foundations certification preferred. Ability & Skills: Ability to multitask and complete tasks effectively. Excellent verbal and written communication skills. Ability to mentor and help in the professional growth of others. Highly developed interpersonal skills. Strong problem solving, conflict resolution, and customer service skills. Ability to work independently and maintain professional working relationships with coworkers. Ability to obtain information from all relevant sources and use information to identify solutions.

Job Title: Team Leader International Process (German Language Support) Location: [Gurgaon] Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment Job Summary: We are seeking an experienced and dynamic Team Leader with proficiency in German language and a strong background in managing international customer support operations. The ideal candidate will lead a team of 1520 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 1520 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Ensure that IC (Individual Contributor) targets are met by the team. Utilize MS Excel and other basic computer tools to generate and track reports. Required Skills & Qualifications: Proficiency in German language (spoken and written) mandatory. Prior experience in international process handling – required. Proven experience in team handling , including the ability to manage and develop team members and subordinates. Strong supervisory skills with the ability to inspire and drive performance. Excellent written and verbal communication skills in English . Well-organized, methodical, and detail-oriented. Proficient with basic computer operations and MS Excel . Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Preferred Experience: 2–5+ years of experience in team leading roles within an international BPO/KPO environment. Background in German customer support or German-speaking client management is highly advantageous. Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills! Contact Person: Nidhi Rastogi 8630322833 nidhi.rastogi@igtsolutions.com

Directly responsible for ensuring the Store consistently achieves or exceeds sales, KPIs and profitability goals through the effective use of short and long term planning, expense control, sales and service. Guarantee consistently high standards of customer experience within the Store in accordance with PUMAs Brand Values and service standards. Responsible for recruitment, training, development and succession of high performing, results driven Associates and Management. Hold each member of the store team accountable to meeting / exceeding company expectations through weekly productivity conversations, daily coaching in the moment, performance recognition, and performance action notices as necessary. Spends 85% of their working time on the sales floor engaging with consumers, selling, and coaching employees. Accountable for payroll control and selling driven scheduling in order to maintain a highly profitable location while providing the highest levels of service to customers. Analyze customer profiles, buying trends, and competitive information to impact and drive business. Directly responsible for execution and processing of both incoming and outgoing merchandise. Directly responsible for Loss Prevention and Operational compliance within store. Communicate, manage and execute all Marketing driven initiatives and events within budget and according to all Policies & Procedures. Develop and maintain strong communication with local PR and marketing. Participate in new store openings and/or store closings; travel may be required. Attend Store Manager Meetings as well as all offsite training and position related meetings as required by Area/District Manager; travel may be required. Interested candidate, please share your resume at deekshita.raghu@puma.com.

Role & responsibilities Team Management, Performance Monitoring, Training & Coaching, Escalation Handling, Client Communication, Sales, Upselling Preferred candidate profile International BPO experience required, Spoken English has to be Excellent, Sales experience will be add on

Drive state sales & revenue, lead sales team, manage key accounts, boost customer retention, explore new markets, ensure ops efficiency, timely collections, and accurate CRM/reporting.

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Lead, supervise, and mentor a team of insurance advisors, agents, or service representatives Set daily, weekly, and monthly performance targets and ensure the team meets or exceeds them Provide ongoing training and support to team members on insurance products, sales techniques, and regulatory compliance Monitor individual and team performance using KPIs and performance dashboards Handle escalated client issues and ensure high levels of customer satisfaction Ensure adherence to company policies, IRDAI guidelines, and other relevant regulatory frameworks Coordinate with internal departments such as underwriting, claims, and customer support Conduct regular team meetings, one-on-ones, and performance reviews Motivate the team with goal-setting, recognition programs, and performance incentives Maintain accurate records of team performance, customer feedback, and operational reports Required Qualifications: Bachelor's degree in any discipline (preferably in finance, business, or insurance) 36 years of experience in the insurance sector, with at least 12 years in a team-leading role Strong knowledge of insurance products (life, general, or health insurance) Proven experience in sales or customer service within the insurance industry Familiarity with CRM systems and insurance sales tools

Work Schedule Requirements: Working hours: Must be available and actively engaged from 6:30 PM IST to 4 AM IST to support the PST timezone . Initial 4 weeks: Required to work from the office for a few hours daily to get familiar with Coforges and the client's ecosystem . Post initial period: Must be physically present in office once or twice a week , depending on coordination needs and project requirements. Key Responsibilities: End-to-End Delivery Monitoring & ADO Compliance Drive sprint-level and daily task tracking via Azure DevOps (ADO) . Ensure team adherence to agile ceremonies, backlog grooming, and sprint hygiene. Track task progress, validate completion, and support on-time, high-quality delivery. Maintain oversight on work log updates and timely hour tracking across all geographies. Resource Management, Feedback & Performance Conduct monthly 1:1 discussion with offshore and Nearshore team members to assess progress, identify blockers, and provide coaching. Gather and share structured feedback from client and resources for continuous performance improvement. Maintain an internal skills matrix and promote the deployment of top talent to critical areas. Identify and address skill gaps; recommend interventions, mentoring, or reallocation where necessary. Onboarding/Offboarding: Ensure seamless integration into Account and exits of resources through structured processes and documentation. Recruitment Operations: Participate in daily recruitment scrum calls, track demand fulfillment, and closely follow-up with TA & RDG teams. Invoicing & Timesheet Compliance Track and approve timesheets across teams and vendors. Maintain timesheet accuracy for client audits and monthly invoice processing. Prepare and review monthly invoices in coordination with finance and delivery stakeholders. Vendor & Performance Management Monitor vendor deliverables and ensure adherence to contractual SLAs and delivery quality. Lead weekly performance discussions, initiate improvement actions, and ensure compliance with reporting expectations. AI Enablement & Learning Coordination Partner with internal AI learning teams to track participation in AI/ML training paths. Push enablement goals, monitor completion, and maintain visibility into workforce readiness initiatives. Cross-Geo Team Collaboration Coordinate delivery across LATAM and India teams, ensuring effective handoffs and clear accountability. Serve as the communication channel between client stakeholder's concerns/escalations and global delivery teams. Daily Internal Cadence & Stakeholder Updates Lead daily internal cadences with the offshore and nearshore teams to review progress, unblock issues, and align deliverables. Participate in client sync-ups to share delivery health, risks, and accomplishments. Provide proactive escalation and resolution management. Reporting & Dashboarding Create and maintain Excel-based dashboards to track KPIs, ADO metrics, compliance, resource performance, and training. Deliver monthly status reports covering team performance, risk mitigation, client feedback, vendor status, and upskilling metrics. Present delivery insights and strategic recommendations to internal and client leadership. Required Qualifications: 810 years of experience in Project Management, Delivery Oversight, or IT Operations . Strong hands-on experience with Azure DevOps (ADO) and agile/scrum methodologies. Advanced proficiency in Microsoft Excel (pivot tables, charts, dashboards, automation/macros). Prior experience handling timesheet compliance, invoicing, and vendor delivery . Strong interpersonal skills for coaching, feedback management, and team development. Excellent written and verbal communication skills in English . Willingness to work Pacific Standard Time (PST) hours from India. Preferred Qualifications: Experience supporting US clients in Banking or Financial Services. Familiarity with AI/ML learning programs or enablement initiatives. Exposure to managing both internal and vendor resources across geographies. Spanish/Portuguese understanding is a plus, though not required.

Tole- Major Incident Management Job Description Accountable for the efficient and effective execution of the Major Incident Management process Coordinate MIM calls towards resolution by taking end-to-end ownership on critical and high priority incidents Participates and leads in Major Incident events as required Communicates and collaborates with business partners and IT Staff as per the prescribed frequency Prepare business and technical communications and publish them in the event of major incident. Follow vendor management/relations/escalations to engage them in the event of major incident. Knowledge on incident SLA/KPI reporting, metrics and analysis. Implements improvements and strategies to support the objectives of the Major Incident Process Ensures that the Major Incident Management process is documented and updated. Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)

Job Description: Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Lead weekly/monthly/Quarterly performance reviews with the client. Coaching & feedback of the Tower Leads/ team leaders in terms of their team performance, people management, attrition, quality & complaints Managing the project to deliver SLAs & KPIs, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS's cultural values and behaviors, ensuring the team to have the appropriate training, skills, and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service levels. Managing client Relationship by creating win-win scenarios and add value through process improvement or cost savings. Ability to manage internal and external/client escalations and resolution handling. Good Working knowledge of upstream functions like sales, order management, master data management, credit management, billing, and downstream functions like - cash apps, deductions, dispute management etc. Potential risks identification and management. Awareness of failure points within operations and ability to plug-in effective mitigations timely. Meet the operational, functional, and business objectives required by the contract and provide a profitable interaction. Build enough backup capability within the team to manage training, attrition, and expansion needs. Resource Specification: 100% WFO (work from office) Willing to work in night and rotational shifts. Prior experience of managing a team in International B2B Collections process with a span of 100+ Excellent communication skills in English (Written & verbal) Excellent interpersonal and client relationship skills Must possess functional and strategic knowledge of domain to manage and add value to the metrices. Data orientation, Analytical ability & Presentation skills with good knowledge of MS Office tools like Excel/PowerPoint Knowledge/Experience: 8-10 years of overall work experience At least 5 years of leading a B2B Collections/OTC tower and experience of managing multiple teams. Must Have Skills: Leadership Experience (8-10 years), Client Relationship Management, Excellent knowledge of end-to-end B2B Collections (Upstream & Downstream) Good To Have Skills: Industry Knowledge, Technical Skills (CRM systems, Collection ERPs, Tools etc.) Project Management, Transformation Management

Job Summary We are seeking an experienced and results-driven Business Data Analyst with 5+ years of hands-on experience in data analytics , visualization , and business insight generation . This role is ideal for someone who thrives at the intersection of business and datatranslating complex data sets into compelling insights, dashboards, and strategies that support decision-making across the organization. You will collaborate closely with stakeholders across departments to identify business needs, design and build analytical solutions, and tell compelling data stories using advanced visualization tools. Key Responsibilities Data Analytics & Insights Analyze large and complex data sets to identify trends, anomalies, and opportunities that help drive business strategy and operational efficiency. Dashboard Development & Data Visualization Design, develop, and maintain interactive dashboards and visual reports using tools like Power BI , Tableau , or Looker to enable data-driven decisions. Business Stakeholder Engagement Collaborate with cross-functional teams to understand business goals, define metrics, and convert ambiguous requirements into concrete analytical deliverables. KPI Definition & Performance Monitoring Define, track, and report key performance indicators (KPIs), ensuring alignment with business objectives and consistent measurement across teams. Data Modeling & Reporting Automation Work with data engineering and BI teams to create scalable, reusable data models and automate recurring reports and analysis processes. Storytelling with Data Communicate findings through clear narratives supported by data visualizations and actionable recommendations to both technical and non-technical audiences. Data Quality & Governance Ensure accuracy, consistency, and integrity of data through validation, testing, and documentation practices. Required Qualifications Bachelor’s or Master’s degree in Business, Economics, Statistics, Computer Science, Information Systems, or a related field. 5+ years of professional experience in a data analyst or business analyst role with a focus on data visualization and analytics. Proficiency in data visualization tools : Power BI, Tableau, Looker (at least one). Strong experience in SQL and working with relational databases to extract, manipulate, and analyze data. Deep understanding of business processes, KPIs, and analytical methods. Excellent problem-solving skills with attention to detail and accuracy. Strong communication and stakeholder management skills with the ability to explain technical concepts in a clear and business-friendly manner. Experience working in Agile or fast-paced environments. Preferred Qualifications Experience working with cloud data platforms (e.g., Snowflake, BigQuery, Redshift). Exposure to Python or R for data manipulation and statistical analysis. Knowledge of data warehousing, dimensional modeling, or ELT/ETL processes. Domain experience in Healthcare is a plus.