Management Trainee

Key Responsibilities:

• Manage front line supervisors that are responsible for managing the day-to-day operations of OTC Operations Team
• Ensure client and corporate service, quality, and contribution goals, other metric and associate satisfaction goals within the site are met.
• Provide leadership and management to associates; provide training and development of supervisory team.
• Coach and mentor team supervisors.
• Regularly conduct supervisory team meetings. Supervise multiple teams for clients.
• Ensure key operational and customer performance targets are met (KPIs, FCR, Net Promoter Score, Service Levels).
• Drive Continuous Improvement Initiatives
• Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationships, understand customer issues proactively
• Set goals for the team and communicate goals on a regular basis
• Coach & mentor people Motivating team with excellent touch
• Leading calls with clients and other business functions
• Preparation of dashboards and ability to understand current Business processes and suggest improvements
• Manage Day to Day Operations & service delivery for a Team of 100+ employees, who will be in charge for Client Order to Cash process and assess them in accordance Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy and accuracy.
• Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) in order to drive effectiveness & efficiencies
• Responsible for E2E contractual (SLAs, KPIs) & internal metrics, including billing & financials.
• Ensure smooth & surprise free operations and service delivery.
• Create a detailed succession plan for all Key/Critical roles
• Drive employee engagement, agent growth, retention with low attrition; timely documented one on ones, updated time keeping system (My time), Compliance. Drive monthly (AES, VIC, EWS (Timely Updating & Accuracy), PIP & CAP closers in timely manner, Etc.)
• Drive Rewards and Recognitions & Appraisals
• Accurate & timely MSS Alignments, Cost Code, Band mix & Aspect/SRT updating process.
• Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion
• Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ
• Problem solving and analytical skills and Proficiency in MS office (mainly Excel).
• Accountable for Operational Service delivery the team members under direct and indirect supervision, ensure critical activities and outcomes are performed as per deadlines agreed with the customer.
• Analytical thinking and ability to adapt to job requirements and business context needs.
• Relevant work experience in balance sheet account reconciliation, Intercompany process, fixed assets and/or month end closing activities.
• Relevant experience in coordinating teams.
• Previous exposure to transformation and productivity initiatives.

Qualifications Minimum qualifications

• B. Com preferred
• Deep Domain knowledge on OTC processes (Billing, Cash & Collections)
• Excellent Analytical & Communication skills.

Location : Noida/Gurgaon/Hyderabad/Bangalore/Chennai/Jaipur