Lead - Query Management - BFS/KPO

- Work with cross functional departments to develop and execute an inclusive enterprise-level query management tool to ensure access, processes, tools and other productivity measurements are ready for execution of the process.

- Ensure stabilization of query process and evaluate the processes to make it Global

- Sets and supervises performance targets for all Associates to facilitate the Help Desk's roles and responsibilities within approved Service Level Agreements (SLA).

- Work with Real-time Workforce Analysis to ensure service delivery is maintained during busy periods by making changes to team's workflow and activities to ensure consistent delivery of excellent service to users and to maintain effective team performance.

- Provides continual evaluation of processes and procedures; connect with stakeholders for process improvement suggestions.

- Monitors all user access and delivery channels to ensure that due procedures and quality standards are strictly adhered to and guidance provided to resolve queries

- Coach, motivate and support Query Management team in their interactions with service users, both in terms of the quality and accuracy of interactions, in line with quality standards, to ensure the delivery of a high quality customer/user focused service as well as timeliness

- Identify opportunities of improvement to the employee experience by implementing continuous enhancement based on candidate & leadership feedback and contribute towards updating policies and SOPs.

- Proven track record of employee grievance management / customer management

- Experience in Voice / email / chat based processes

- Experience of managing employee queries for international locations (2 continents atleast)

- Team Management experience

- Experience in understanding technology