Role Proficiency:
A manager should be able to manage all operations for a process / client depending upon the size of the engagement (typical span: 50-80 associates). meet SLAs while independently drive operational efficiency
Outcomes:
- Works closely with the Manager/Group Manager to achieve quantitative and qualitative SLAs and KPIs for the team.
- Focuses on planning and execution to ensure quality improvement turnaround time and overall process efficiency.
- Identifies process gaps and collaborates with the client to formulate solutions for the same.
- Regularly interacts with the Quality team to ensure real time action in cases of quality defects.
- Leads corrective and preventive action plans for various transactions and owns them.
- Ensures that leads are informed on all process and business updates; and the relevant information is cascaded to associates in every team to ensure transparent communication.
- Set clear team goals and transparent objectives on what the team is working towards to ensure clarity.
Measures of Outcomes:
- 100% Adherence to quality standards process and SLA's
- Number of issues resolved and tasks completed
- Number of non-compliance issues with respect to SOP
- Zero/No Client Escalations
- Percent of completion of all mandatory training requirements
- Percent of QC and QA scores
- RCA and Corrective Action Plans
- Daily/weekly performance reporting
- Number of high-quality RCA and QA output
- Guides and mentors the junior associates.
- Swift turnaround time for response and resolution
- Update SOPs and job aids on a weekly basis
- Delegate tasks and set deadlines for the team
Outputs Expected:
Operations:
- Ensure team handles the work received and adheres to SLAs
Quality:
- Responsible for creating quality plans and implementing quality management function
Communication:
- Responsible for reporting and communicating with client and internal team members.
- Communicates with clients daily and provides status update
obtains feedback and acts immediately on any issues highlighted. - Provides status update to the respective stakeholders and within the team
- Shares performance reports to the client at the end of every month on team output and productivity.
Process/efficiency Improvement:
- Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions. Take accountability for overall productivity efforts within the function
including coordination of function specific tasks.
Training:
- On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one on one mentorship for new joiners. Complete certification of respective career paths.
Performance Management:
- Update FAST Goals in NorthStar
trackreport and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback.
Escalation:
- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
Monitoring:
- Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Process Adherence:
- Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization' s policies and business conduct.
Manage knowledge:
- Consume project related documents
share pointlibraries and client universities
Issue Resolution:
- Identifies
analyses and solves the incidents/transactions. - Perform root cause analysis to find corrective and preventive actions after every major incident and escalations. Work closely with team members to solve customer problems.
- Understand agent's problems and weaknesses and address
Release:
- Adhere to release management process
Team management:
- Set expectations; manage performance of team and individuals.
- Provide regular feedback.
- Coach team towards operational excellence.
- Recognize high performing talents in the team and reward them.
Mentoring:
- Guide new team members in understanding customer infrastructure and processes.
- Mentoring and providing guidance to the peers and junior associates.
- Assist new team members to understand the customer environment.
Management:
- Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call center processes.
Skill Examples:
- Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
- Attention to detail to ensure metrics quality and production output and reporting is accurate
- Team Work: Respect others and work well within the team.
- Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
- Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
- Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions
- Team Coaching and Leadership: Lead the team by example. Guide and support the team towards the achievement of goals.
- Coaches and guides lead's in managing outcomes and expectations well.
- Manage and facilitate aspirations and skill development for team.
- Proactive in avoiding or resolving conflicts.
- Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met.
- Excellent communication and leadership skills.
- Organizational and time management skills.
- Assistant Manager - Operations Training Quality MIS Process Excellence
- Leadership role with span of up to 60 FTE
Knowledge Examples:
- Familiar with Windows Operating Systems MS Office
- Excellent English comprehension - reading writing and speaking
- Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
- Expertise with process knowledge and guidelines
- Expertise in work allocation and intake functions
- Expertise in MS Excel
- Expertise with quality control processes including pare to analysis and root cause analysis
- Typing speed with 15WPM and 80% accuracy Voice
- Typing speed with 30WPM and 95% accuracy Data
- Experience level - 9 to 12 years
Additional Comments: Cash Ops Manager
Required SkillsLeadership Development,Trade Lifecycle,Trade Management
