- Manage 4-5 SDM/ Manager with overall FTE span of up to 400+ including AM's / TL's / Sr. executive's / Executive- s
- 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 / lead MBR/QBR/data presentation decks for data correctness before they are disseminated to Stakeholders
- Setting individual performance plans for direct reports, providing coaching and feedback through a formal review process
- Champion and foster a culture of collaboration within the various process/regional teams in Hexaware
- 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 ensure smooth resolution to concerns / issues within agreed timelines
- Actively lead Lean project teams, client projects, or other internal initiatives.
- Strong capacity for operating in a flexible, dynamic environment where creative and strategic thinking
- Ability to provide accurate updates to Senior Management.
- Supports tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues to drive for high performance
- 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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