Assistant Manager - IC - WFM - 2

Job Description

Role Purpose

The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders. 
 

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Do

• Develop and lead accurate MIS Management & Reporting within the Service Line
  • Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs
  • Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder
  • Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)
  • Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters
  • Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc. 
  • Develop and implement standardized MIS procedures across all business applications.
  • Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management
  • Address and prioritize ad-hoc report requirements
  • Ensure zero non-compliances on process audit on data security and compliance 
• Enhance and maintain tools and systems for efficient MIS generation and reporting system
  • Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times
  • Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency
  • Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis
  • Recommend and implement new technology solutions to improve team/ employee productivity. 
  • Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness
• Ensure efficient allocation of work and drive capability within team
  • Setup focused team resources to the respective client/ account basis expertise & experience
  • Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
  • Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise
  • Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions
  • Drive the focus of the team on quality and adherence to data security and compliance processes

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• Responsible for invoice management across clients/ accounts
  • Follow up or seek approval from management/ delivery to seek timely invoices as per contract 
  • Timely submission of invoices to the client as defined in the MSA and SOW
  • Provide information required and resolve any invoicing issues raised by the client​​​​​​​

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• Team Management
  • Resourcing
    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition 
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

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Deliver

No.	Performance Parameter	Measure
1.	MIS Management and Reporting	Quality of Analysis Zero errors in reports  Zero non-conformance on timelines with respect to the client/ stakeholder requirements
2.	Stakeholder Management	Customised dashboards as per client and functional requirements  Zero or planned outages Zero escalations on data reporting  Resolution of escalations Zero non-conformance on security or compliance requirements
3.	Team Management	Team attrition %, Employee satisfaction score

 

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