Job Summary
Job purpose
To manage team and drive performance management along with driving process improvement initiatives
Responsibilities
Job purpose
To manage team and drive performance management along with driving process improvement initiatives
Must have skills qualifications
Minimum Graduate in streams of commerce geography management mathematics science computers or engineering
5 Years of experience in similar environments tech companies including 3 years of managing teams
Manage teams to deliver on SLA KPIs and KRAs
Responsible for operational efficiency effectiveness of the teams
Ensure the team meets all contractual SLA targets along with helping others to meet the same
Monitor performance identify improvement areas implement action plans and track them to closure
Manage metrics and enhance their usefulness by improving correlation with customer satisfaction
Manage stakeholder expectations by engaging QC team and Policy Engagement functions
Carry out preemptive and predictive analysis to improve the issue prevention focus of the process
Identify automationoptimization opportunities and develop technical solutions to drive such changes
Drive skill enhancement initiatives in the team through knowledge sharing cross training and rotation
Proactively look for processproduct improvement opportunities
Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team
Drive workflow and policyprocess related change management initiatives
Conduct annual biannual appraisals
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