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Iron Mountain
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Senior Manager

Senior Manager

Iron Mountain

5 - 9 years

7 - 11 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Payroll Change management Automation Team management Performance management Customer support Information management Continuous improvement Operations Logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That s why we need smart, committed people to join us. Whether you re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, lets start the conversation.

About the Role

Ensuring that workflows are managed in a proper fashion and meet and exceed the agreed SLA and TAT with the stakeholders. Work closely with Quality Improvement, training and working with the teams associated with various workflows that have a downstream/upstream impact to the team. Ensure service and cost parameters as agreed are maintained. Covers Managers, Supervisors, Leads and CX frontline personnel (payroll/ contracted) working on BAU workflow(s) for onboarding & implementation.

This role acts as a critical link between Key Account Managers and the Ground Delivery Team to ensure high-quality deliverables within committed timelines. You will also support vertical leads in achieving monthly, quarterly, and annual targets and budgets.

You should have a strong grasp of automation opportunities, emerging technologies, and productivity enhancement through time and motion studies, with a focus on minimizing manual intervention.

Key Responsibilities

Process Delivery

Supervise daily operations of the team
Ensure agreed SLAs are met and exceeded over a period of time
Address operational issues and concerns in a timely fashion and resolve
Accountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experience
Manage escalations and keep them to minimum. Conduct RCA and implement corrective/ preventive actions and document the same
Ensure team performance is tracked against agreed KPIs and reported as per required frequency

People Management

Manage and mentor a team of 30+ CX resources, team leads and supervisors
Monitor employee performance and ensure conduct of regular coaching and training for team members
Conduct periodic performance reviews of all team members
Drive proactive performance management initiatives

Workflow Management

Maintain standard workflows at keystroke level and constantly keep the same updated
Monitor work allocation and team bandwidth real time

Stakeholder Management

Develop and maintain strong relationships with key stakeholders, including customers, and internal teams
Collaborate with other departments where required to ensure a seamless customer journey

Performance Excellence

Develop productive, profitable and achievement oriented working environment for employees
Constantly evaluate current operational strategies and recommend improvements
Identify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefits
Develop an environment of continuous improvement

Qualifications & Experience

Lean Management qualifications desirable
Technical qualification (AI/ML) desirable
Proven track record of managing high performance team
Experience in change management & multi departmental issue resolution processes
Proven ability to contribute & work in a self-managed team environment
Experience in B2B customer service
Exposure to customer satisfaction survey
Internal/ external audit experience
Customer service skills, customer empathy and objection resolution
Information gathering & analytical skills
Presentation skills
Communication skills (verbal & written)
Persuasion skills
Direct/ Indirect Team Management
Technology savvy

Category: Customer Support

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Senior Manager