MANAGER - DELIVERY

Job Description

Job Title: Manager Department: Delivery Job Location: Chennai Reporting To: Sr. Manager Job Duties / Responsibilities: Staff Management Directly supervises assigned TLs/AMs and is responsible to address day to day questions/concerns, ensure daily and weekly production targets are met and completion of CAP items when required (e.g. TL/AM self-review of cases). Provides on-going performance feedback, including concerns and recommendations raised by Technical and Quality Assurance teams. Responsible for completion of performance appraisals and corrective action as needed with support and guidance of Project Manager , Operations. Production and Project Management Responsible to monitor team s productivity and pacing and provide integral support to Project Manager , Operations in validating established benchmarks and creating and maintaining applicable SOPs. Escalates production concerns to Project Manager , Operations and facilitates case validation with Project Analyst or Project Lead as needed after initial outreach to TLs/AMs. For project(s) assigned, responsible for project dashboard maintenance, case and flag allocation for all project team members and daily completion of project production trackers, alerting Project Manager , Operations for any production deficit(s) and reason (e.g. slow performers, unplanned leaves) Data Management and Quality Review trackers and other data sources for discrepancies (e.g. Vasta Internal tracker) to ensure alignment with productive tasks; works with their team to reconcile reported tasks entries as needed to ensure accurate reporting. Works closely with MIS to establish and maintain workflows for productivity reporting; is responsible for on-going review and validation of data Performs basic data queries as needed to aid productivity monitoring and validation.