Shift Timings: US Shifts (But should be flexible as per business requirements) Role Description Responsible for the day to day management of multi-site teams, multiple functions, and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met. Education/Experience - Minimum - Graduate - Relevant qualifications in Operations/ Business Management preferred - Minimum 8-12 years of industry Customer Service experience Non Voice Ops (insurance preferred) - Should be currently working in the capacity of a Senior Manager / similar designation Skills/Capabilities : - Experience of managing a team size of at least 20+, ability to work in an environment of multiple priorities and conflicting deadlines - Customer service focus, Strong people management and leadership skills - Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow - Ability to build strong relationships with others across business and technical communities. - Process improvement experience using a methodology - Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management - Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. - An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude - Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos Responsibilities : - SLA & KRA Performance Management - Manage workflow and resources to consistently meet our service standards even under pressure situations - Provide support on escalated cases and Handles service recovery situations - Participates on process improvement initiatives for business units - Lead small departmental projects or initiatives that support departmental goals - Help staff assess their career objectives and developmental needs in achieving those objectives - Develop contingency strategies and plans for staffing changes - Identify causes for non-achievement of SLAs, develop solutions and execute the same - Employee engagement plans for improved Retention - Establishing Governance Model - Manages FTE- s, SME, TL and AM, levels based on budget requirements & direction provided by Leadership team - Create an environment of innovation and creativity that leads to continual process and service improvements - Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels. - Commercial - Publish weekly revenue flash highlighting Rev loss if any & Action Plan - Controlling budget on Incentive, Transport, Employee Engagement; - Develop models on Incentive structure for R&R. - Basic Understanding of Process P&L - Resource Planning - Lead and inspire multiple teams under severe constraints - Capacity Utilization - trends, attrition, projected ramp-ups, metrics - WFM Management - Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT) - Client Interface - Builds strong relationship with business unit leaders - Daily touch points with onshore partners on key performance areas - Business Reviews (WBR / MBR) with the onshore on performance - Provide various timely reporting to Business Heads on production, overtime, FTEs, savings etc

Gurgaon/Gurugram

Assistant Manager/Manager - Operations - Non-Voice Process 

Assistant Manager/Manager - Operations - Non-Voice Process  ,Job Description for Assistant Manager/Manager - Operations - Non-Voice Process  in Talent Toppers in  Gurgaon/Gurugram for (8-12) years of experience. Apply Now!

Job Description for Assistant Manager/Manager - Operations - Non-Voice Process  in Talent Toppers in  Gurgaon/Gurugram for (8-12) years of experience. Apply Now!