Job description :
– Service Delivery : Ensure Service Level Agreements (SLAs) for the processes are met as agreed upon with the client. Identify causes for non-achievement of SLAs, develop action plans, implement changes and review. Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.
– Client Quality Management : Ensure high level of interaction and integration with client to drive business for the entity as a whole. Amendments of SOP/SOW to ensure quality adherence and operate on a zero defect error.
– Deliverables : Review and analyse performance reports against targets on a weekly/monthly basis with the HOD and various Team Managers and with client and investigate causes for performance deviations (if any) and areas of improvement.
– Compliance and Governance : Monitor compliance adherence through timely audits, generating awareness on the floor etc. Adhering to Information Security Policies and procedures of the Company and Customers.
– Communication : Share internal satisfaction survey reports with Managers and drive action planning to manage internal customer satisfaction. Conduct regular meetings to ensure open communication and devise action plan to address issues / concerns raised by the team. Ensure high level of interaction and integration with client to drive business for the entity as a whole.
– Business & Strategy : Strategize and implement plans based on performance of the process, business targets, process management, training requirements and operations planning.
Desired Candidate Profile :
– Soft spoken, firm in approach. Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
– Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
– Ability to listen and active problem solving skills.
– Excellent computer proficiency (MS Office Word, Excel and Outlook).
– Fast paced with quick decision making.
– Hands-on with key employees and ability to handle high pressure environment.