Group Manager - PMO Transactions - BPO/ITeS

- Ensure seamless and superior client service delivery for the entire group, including critical expectations like Turn Around and Accuracy.

- Client/Onshore relationship management and enhancement

- Drive and participate in new opportunities to move work to client

- Be the client lead on onshore / joint onshore and offshore projects

- To Communicate and highlight best practice implemented at client with onshore at various forums

- Mentor and Coach team members

- Build PRIIDE culture in the team - articulate the imperatives in the respective LOB

- Drive Operational Excellence culture and leading one transformational project with clear visible and measurable impact

- Own accountability by being able to help the teams troubleshoot issues in projects both on technical and business side.

- Responsible for driving initiatives within the group and ensure the results from those with a confined focus on the timelines and quality

- Define annual plan for trainings based on requirements of their teams

- Create succession plans for Subordinate levels

- Champion and lead one engagement activity across company

- Drive strengthening plans for their units

- Drive cross initiatives where assigned

- Define and drive the standard employee measurement factors like KRAs, Mentoring and Project SLAs

- Should act as very strong escalation resolution source for the entire team for deliverables, client and people related issues

- Define, delegate and monitor the various employee engagement initiatives for the assigned shop viz; E&Rs, Connect Framework, One on ones and so on.

- Effectively manage seat utilization i.e. how we can cross utilize seats in different shift timings for different processes

- Drive diversity ratio of 60:40 for their units

Note : Applicants should be comfortable working in night shifts and frequent travel as per Business requirements.

Required qualifications and skills :

- Very strong knowledge and past hands on in managing transaction based processes and their SLAs and a good knowledge/experience in Project Management as well as People Management.

- Excellent communication skills to manage different audience.

- Someone with a HR outsourcing domain knowledge like Defined Benefits, Defined Contributions and Health and Welfare, Superannuation will be an advantage

- Effective /accurate reporting skills

- Knowledge on Quality tools like Six Sigma, Lean and Kaizen are good to have.

- Must have a strong appreciation and experience in knowledge transfer efforts and transitions in a BPO Industry.