Team Manager / Service Delivery Manager
Graduate / Post Graduate preferably MBA graduates
Business / Customer :
Certify controls laid down by the business to ensure successful audit by client and external party.
Interact with customers (internal / external) and keep stakeholders appraised of the process performance.
Create status reports for customers (internal / external).
Manage and resolve escalations and issues raised by customers and process specialists.
Ensure adherence to Quality norms and procedures.
Identify & drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery.
Provide client / process related MI reports.
Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
Identify & drive opportunities to enhance customer experience.
Project / Process :
Support Knowledge transfer at the time of process transition from the business site.
Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
Ensure compliance controls are met.
Ensure documented process guidelines are followed.
conduct periodical reviews for process adherence.
Conduct adhoc Quality checks.
Review process audit findings and take corrective action.
Innovate ideas to error proof the process & reduce manual interventions.
Conduct process training or refresher trainings, if required.
Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
Initiate and deliver on process improvement projects to improve process efficiencies.
Drive a culture of continuous improvement within the team.
Provide updates and submit reports related to own area of work.
Ensure optimum resource utilization through cross training initiatives and buffer management.
Interface with other departments for getting required assistance or support for the team.
Engage with other processes to understand and implement best practices.
People / Team :
Conduct regular 101s to gauge the pulse of the team members.
Guide and mentor team members.
Groom self and team to support vertical growth.
Allocate / Manage work and tasks to the team.
Conduct team building activities to enhance motivation.
Facilitate knowledge sharing and capture within and across teams.
Conduct and participate in knowledge transfer sessions for new joiners in the team.
Complete mandatory training for self as identified in the training plan for the project.
Review VOC scores, provides feedback and recommend refresher training whenever necessary.
Conduct performance appraisals for team members provide input into the learning and career plans for team members.
Report to the manager on performance, status and any escalations.
Resignations / Absconder communication to Operations Manager.
Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
Manage attrition and absenteeism.
Support recruitment efforts for the team.
Completes all mandatory assessment / certifications as applicable like Antimoney laundering training (AML).
Employee Status : Full Time Employee
Travel : No
Job Posting : May 15 2021