Sr. Group Leader

Role & responsibilities

• Responsible for the end-to-end operations delivery
• Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
• Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc... and improve operational performance
• Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.
• Provide coaching and feedback to team members to enable them to improve their performance
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Drive reward and recognition activity on the floor
• Client management and drive client feedback
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Hold appraisal for the Process leaders and Team leaders in the Hierarchy
• Drive people initiatives, Ideations, and Projects by team or by customers
• Monitor and drive Revenue management for the process
• Meeting the SLA of Attrition, Shrinkage etc.
• Ensures attrition is within the benchmark and takes initiatives to retain people
• Driving People Engagement and developing the leadership skills of their direct repartees, Ensuring that there is succession planning for all critical resources"

Preferred candidate profile

• Analytical & Data-Oriented: Ability to analyze data, generate insights, and translate numerical findings into actionable strategies.
• Technical Proficiency: Excellent Excel/Google Sheets skills & PPT skills
• Communication: Strong communication (written, verbal, presentation) skills with the ability to confidently articulate thoughts to customers.
• Operational Management:
• Leadership skills / Team Management Skills
• Need to handle a span size of 60 to 100 HC
• Proven ability to manage teams in a 24/7 shift schedule.
• Good Interpersonal & people management skills with good problem solving approach.
• Extensive operational experience, including performance management and Root Cause Analysis (RCA).
• Capability to identify anomalies through daily process reviews and provide clear direction to teams.
• Experience in escalation management
• Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills
• Ability to exercise managerial judgment and perform as a mentor
• Experience working in dynamic environments
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Experience in preparing detailed reports, executive summary & documentation.
• Client Management: Experience working with clients.
• Candidate must be able to work in night shifts (as and when needed)
• Desired Skill (Good to have): Six Sigma experience.