Unit Manager - Operations

·       Manage teams and ensure SLAs are met including demand and capacity management

·       Review/generate reports to monitor performance

·       Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

·       Provide coaching and feedback to team members to enable them to improve their performance

·       Assist new hires such that they are productive on the floor in the shortest possible time frame

·       Handle customer, employee and internal partner escalations

·       Provide inputs on process and system to the team members

·       Client Interaction, where required at the level of supervisors including timely response

·       Ensure compliance with internal policies and procedures, external regulations and information security standards

·       Firm understanding of policies and procedures and can articulate processes in customer interactions

·       Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

·       Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition

·       Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities

·       Effectively manage research/resolution/follow-ups for closure of open items

·       Build relationship with Onshore Management to ensure a “one-team approach”.