Syntel Inc - Senior Manager - General Management

Sr. Manager

Job Description :

Manage Operations & staffing :

- Achieving required team productivity and agent utilization standards. Coordinating with HR & Transitions for staffing solutions leading to efficient ramp up.

Manage Process Quality :

- Adherence to quality target for the group as per SLA. Review group performance, monitor, share feedback & enhance quality of operations.

Management Reporting :

- Reporting to senior management, regulators, clients on a regular basis - Performance metrics, Review, Audit Report, etc.

People Management :

- To track employee productivity, analyze performance and take corrective steps. Maintain attrition below 20% annually. Review employee satisfaction. Groom DMs/Managers, do annual appraisals.

Process improvement & Cost Analysis :

- Process improvement & Cost Analysis Undertake projects and do detailed study thereby bringing in improvements in the process. Review operational expenses and implement cost saving solutions.

Handling Clients :

- Interacting with clients on a regular basis on different operational issues. Maintaining a healthy working relation with them resulting in client delight.

Handling Admin, HR, Finance & IT issues :

- Coordinating with the different Support Services and IT divisions so as to find solutions to different issues affecting the team members thereby leading to employee satisfaction.

Required Attributes :

- Leadership skills, People management and ability to motivate and guide a team.

- High interpersonal skills and emotional quotient.

- Decision making ability.

- Open to working in shifts.

- Proactive team player.

- Conceptual and Creative ability.

- Eye for details, Number crunching ability.

- Good written & spoken communication skills.

- High stress tolerance (Emotional stability)

- Self Motivated and Focused.

- Process oriented.

- Client handling ability.