Senior Manager/Manager - Retail Operations

Drive Performance and deliver/review agreed service levels

Meet monthly billing targets

Implement the capacity plan & manage resourcing accordingly

Identify process gaps & drive quality projects to improve the process

Review & feedback on client escalations

Identify opportunities to maximize efficiency through cross skilling & effective resource utilization

Communicate with on-shore/clients regarding new projects/IT issues

Participating in periodic performance reviews of process, self and team members

Identifying Training and Quality needs

Driving R&R and employee engagement