LEAD - DELIVERY

Responsibility Areas

Role Description Overview:

Mentor a group of employees to achieve assigned productivity and quality targets by motivating employees; work with cross functional teams effectively.

Responsibility Areas:

• Monitor, identify and resolve performance/ behavior/ attendance issues using prescribed performance management techniques.
• Monitor and take action on personnel and disciplinary issues.
• Conduct performance appraisals annually along with Ops Manager
• Review reports on a daily basis and provide constructive feedback.
• Provide subject matter expertise to Quality Control Analysts in the team
• Ensure training needs of subordinates are met
• Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
• Successfully complete all client related training and keep record of the same.
• Resolve escalated customer issues and CAPA to be taken
• Hold team briefings on a daily basis with the team.
• Communicate all process and client changes to direct reports within specific timelines and keep record for such updates
• Act as single point contact for the assigned team members for all their job related needs and create a harmonious work environment
• Escalate performance related issues with respect to assigned team members to Operations managers on a timely manner (PIP)
• Performs any other duty assigned by respective Operations Manager
• Act as authorized person for sanctioning team members leave through ERP
• Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable compliance requirements.
• Employee separations to be handled in-line with company policies
• Strict adherence to the company policies and procedures.

Desired Profile

• Excellent Interpersonal, Communication, Team Management Skills
• Min of 4.5 Yrs of Professional and Relevant Experience & 2 Yrs of People Management Experience.
• Proven multi stakeholder management experience
• Strong Project Management experience
• Comfort in working in a changing and high growth environment.
• Comfort in working in a changing and high growth environment
• Client management / Relationship management.
• Coaching / Mentoring – Expertise
• Coordination and communication between the support and business functions.
• Motivates employees to achieve peak productivity and performance.
• Create a participative work environment and thereby facilitate employee satisfaction