Roles and responsibilities
Responsible for day to day Operations Management
Monitor and ensure organizational goals and contractual commitments are met (e. g. budget / cost, service availability, responses, reports) .
Resolve / monitor customer escalations as appropriate and ensure adherence to client SLA
Responsible for mentoring, training, career development, performance management
Provide direction for and support of process change initiatives including robust documentation and training.
Reviewing and Monitoring process accuracy on a periodic basis.
Periodic client reporting and conducting quality audits.
Good Experience in MS office applications (PowerPoint, Visio, MS Project)
Able to work and deliver under pressure,
Should have keen eye for detail.
Must be flexible and able to work in shifts.
Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding
Demonstrated experience in dealing with large- scale, highly available, and SLA managed services
Adherence to quality Parameters and Targets for each process
Client Relationship Management
Coach quality teams to achieve client SLA's.
Identify areas of operational concerns, under performance and take corrective actions
Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.
To be a single point of contact with the team and the senior management through effective communication on key deliverables.
High analytical skills
Self- starter and ability to absorb current organizational values and evolve a per the organization polices and target plans
Lean Certification or Six Sigma certification would be added advantage, but not mandatory
Good communications skills and written skills.
Ability to conduct Root Cause analysis process
Well- versed with Microsoft Office applications, specially excel, word and power point.
Job will require fairly high amount of work in shift environment on client requirement
Team handling skills,