Project Lead

Key Responsibilities:

• Team Building Drives monitors and continuously focuses on team building and employee engagement
• Manages and leads the team providing coaching and upskilling to create a cohesive unit that delivers excellent results for both clients and the organization
• Responsible for people management Leads cross functional teams and fosters a collaborative environment
• Conducts periodic reviews with the team monitors daily dashboards and provides guidance and support to ensure delivery predictability
• Client and Escalation Management Handles and leads all the Client activities maintains customer relationships and delivering continuous improvement projects to add value for clients
• Handles all escalations with process owners forms informal networks within client organizations and anticipates and plans for future challenges issues with process owners to ensure strong customer relationships and focus
• Aims to maintain delivery predictability and consistently meet client and internal commitments for specific processes
• Governance and Compliance Conducts internal and external governance monitors team adherence to specific processes to sustain delivery predictability
• Responsible for ensuring 100 compliance with all SLAs and metrics in client delivery meeting all contractual requirements
• Prepares MIS reports and service quality plans manages the team ensures process compliance and resolves escalations
• Responsible for Client Reporting
• Team and Customer Focus Implements career development and succession plans in the team to ensure sustainable employee engagement and motivation
• Also handles client reporting people management and leads process improvement and efficiency projects consistently to achieve the highest Customer and Employee satisfaction scores
• Ensures work from the office and fully committed to supporting night shifts

Preferred Skills: