- Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through the interpretative judgment of overall policies and goals.
- Ability to use systematic, disciplined and data-driven methods that get to root causes and solution identification.
- Explaining the service standards and work plan to the associates for deriving the best performance from them for excelling business targets & service delivery metrics.
- Framing the work direction and plans for the associates after a thorough assessment of their capabilities.
- Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.
- Ensuring the accuracy of the data required for billing purposes to the customer.
- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects, and other Change/Kaizen initiatives as required Formulating & implementing procedures for daily operations & internal reporting systems for monitoring quality.
- Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.
Process Transition / Enhancement:
- Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores.
- Take escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
- Ensure continuous interaction with the customer to make sure that the area of concern can be worked upon for improved service levels.
- Interface with Individuals / key influencers among Corporate for ascertaining requirements, making presentations and delivering solutions.
- Ensure speedy resolution of queries & grievances to maximize client satisfaction levels.
- Maintain excellent relations with clients to generate avenues for further business.
- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
- Create an environment that sustains and encourages high performance; motivates teams in optimizing their contribution levels.
- Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation amongst team members.
- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.