- Manage 2-3 Assistant Managers with overall FTE span of up to 100 including TL's / Sr. executive's / Executives

- Liaise with Operations Leads and Stakeholders across different geographies on day-to-day delivery and meet structured deliverables deadlines

- Mentor Change Management including automation initiatives including transformation and robotics, and drive productivity milestones

- Monitor operations health in terms of SLAs, KPI, Risk Indicators and Process Metrics

- Review MBR/QBR/data presentation decks for data correctness before they are disseminated to client Stakeholders

- Champion and foster a culture of collaboration within the various process/regional teams in

- Exceed client / customer expectations, delivering world class experience

- Manage large teams based across different locations in India and ensure smooth delivery

- Supervise the Unit activities on Day to Day basis

- Review workflow scheduling, staffing and volume to ensure that service standards are met

- Lead / Conduct Team meetings, goal setting and performance reviews

- Work closely with the unit and Remote management in daily operational responsibilities

- Address client / customer escalations and bring them to closure within agreed timeline

- Identify and execute process improvements and cost reduction initiatives

- Independent decision maker

- Very high levels of attention to detail and accuracy

- Strong capacity for operating in a flexible, dynamic environment where creative and strategic thinking

- Ability to provide accurate updates to Senior Management.

- Manage critical client stakeholders and ensure customer satisfaction

- Manage client escalations ensuring a smooth resolution to concerns / issues

- Supports tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues to drive for high performance

- Maintain performance metrics to track defects, productivity

- Ensure Ageing breaks are monitored and cleared on time

- Ability to handle multiple assignments simultaneously and meet deadlines

- Escalate / raise identified control gaps in the process

- Ensure all Internal / External Audits are green

- Keep pace with technical innovation and maintain a broad understanding of commercial card terminologies

- Accountable for all mandatory trainings for self & team to be completed within timeline

Flexibility to work extended hours as and when required

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