Integreon - Assistant Manager - Document Services

Salary offered: 8 - 12 LPA

Title: Assistant Manager- Document Services

Account Management

- Ensure consistent quality and satisfactory fulfillment of client requests

- Maintain utilization, productivity and quality standards above client target

- Ensure team operates within the agreed client and Integreon Standard Operating Procedures (SOPs)

- Work constructively with counterparts to identify and solve problems/issues and ensure that overall commitment to client are met

Client Management

- Serve as the primary contact between the Document services Team, Workflow Coordinators and counterparts

- Answer client questions on requests and service level agreements

- Attend process meetings and regular client calls

Profitability and Financial Management

- Understand project-related financials and become well-versed with the account's cost and revenue drivers

Workflow Management

- Ensure that Team Leaders and Workflow Coordinators are managing workflow efficiently, and deadline negotiations as well as job hand-overs are done properly

Quality Control and Management

- Monitor team metrics to ensure quality scores are consistently high

- Ensure that requisite number of jobs are quality checked each month and quality scores are captured and maintained in agreed templates

- Analyze client feedback and rank members in the team based on performance

- Identify areas of improvements and prepare action/process improvement plans

Attendance Management

- Coordinate with teams in other locations to ensure that sufficient coverage is available for all shifts

- Monitor attendance of the team and ensure that unplanned absences are kept to a minimum

Performance & Appraisal Management

- Provide support with the development process of department goals and the management of employee performance

- Create reporting tools warranting effective performance evaluation and objective appraisal ratings

- Write and conduct performance evaluations and ensure appraisals are completed within the set deadline

Communication and Engagement

- Share management goals and organization updates with team on a regular basis

- Conduct regular team meetings to discuss:

- Client updates

- ISMS, QMS, process updates and refresher trainings

- Team-related concerns

Operational Reporting

- Ensure all team metrics are accurately captured and reported on a timely manner

- Maintain and present reports according to agreed formats (either stipulated by client or standard internal templates)