Manager

As the Manager for a key strategic ADP team in India, your role involves overseeing day-to-day operations to drive growth and enhance the quality of services while optimizing operating costs. You will be responsible for various aspects including: - Driving strong associate engagement - Cultivating strong end-user and Client relationships - Ensuring Operational Excellence through KRA / SLA adherence - Fostering a culture of Innovation and Business Process Improvements Your basic function includes delivering on business goals, collaborating with stakeholders on initiatives like Associate and Client Engagement, and working towards operational excellence. You will establish structures to achieve business objectives and continuously evaluate results for performance improvement. In terms of managerial responsibilities, you will manage a team of direct reports and oversee operations performance. It is essential to ensure on-time deliveries with high-quality standards, implement quality systems for reporting and evaluation, and focus on continuous improvement for Associate and end-user experience enhancement. Qualifications required for this role are: - Bachelors Degree in Commerce, Business, Finance, or Engineering - 12-15+ years of operational and management experience with 2-4 years in a managerial role in an Inbound voice/chat function - 5+ years of experience in Service Delivery using the offshore delivery model, preferably in a large Multinational organization Key skills and knowledge needed for this position include: - Excellent planning, organizational, and interpersonal skills - Strong presentation skills (both verbal and written) - Ability to manage multiple projects and relationships effectively - Proficiency in directing and leading operations for client satisfaction and performance management - Strong data-driven approach and ability to improve customer experience - Capacity to resolve conflicts, foster teamwork, and collaborate effectively - Knowledge of training and career development approaches - Flexibility to work night shifts This role offers a challenging opportunity to lead a strategic ADP team, drive operational excellence, and innovate to enhance business processes and customer experience.,