- 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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