Sr. Associate - Projects
Bangalore, Karnataka, India
6d ago

Team Manager / Service Delivery Manager

Qualification :

Graduate / Post Graduate preferably MBA graduates

Responsibility :

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).
  • Agency Mgmt
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : Apr 20 2021

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