Client Operations Manager - BPO/ITeS

Overall responsibility for customer relationship, team management and shift management in respective shifts for the respective process. He / she will be working closely with the rest of the team on a daily basis, and would be reporting into the Operations Manager on their daily deliverable.

Position summary :

- Customer Satisfaction

- Communication with team / Onsite / Client to be meticulous and flawless

- Ability to provide suggestions on layout, design to the team members and clients

- Attend escalations from clients and provide resolution in timely fashion

- Ensure all Client/Process/People challenges are communicated with the Associate/Operations Manager in a timely manner and solutions arrived at

- Efficient management of feedback received from end users within 24 working hours / Service Recovery Reports (SRR) ownership for escalations that involve client impact

- Participate in all team meetings, and team leader meetings with On-site team

- Revenue & Cost Management

- Unplanned absence to be curtailed and all targets for work hours per month are met by way of constant monitor of unplanned absence for all team members

- Efficient management of team utilization

- Operations / KPI

- All client SLA s and performance metrics to be met / exceeded

- Performance monitoring of the assigned team members

- Initiatives to bring up the performance curves of poor performers

- IT & Compliance checks (periodic checks and reporting)

- Ensure 100% compliance for all team members on all client branding and norms

- Ensure that BCM plan is adequately reinstated and the team being proficient

- Suggest improvements under process / client / people / finance regularly

- Seek, drive and implement initiatives and innovative ideas from individual team members

- Manage technology support and pain areas in consultation with WL and client tech teams

Technical Skills : Must demonstrate keen interest to acquire technical knowledge of core software (MS Office 2007, Adobe Creative Suite) and develop interest to learn domain know how

Training : Create strong foresight for the team on achieving targets, and arrive at various training initiatives in consultation with the Training Manager, to help enhance productivity levels of the operational (DS / PC)