Our client is a leading player in the BPO space, and they are currently looking for candidates with "Utilities" domain area for servicing their client.
Role Responsibilities :
Core Work Area : This should include the primary responsibilities that an individual spends maximum time on. Do consider day to day tasks, short & long term objectives, complexity of tasks, scope of thinking which is required in order to complete tasks, develop concepts or procedures etc.; extent of control, autonomy of decision making.
A) Operations :
- Plan for current day workflow and present performance for previous day to AVP
- Overseeing Department/AM's delivery on all agreed KPI's
- Day to day client communication
- Reviewing intraday process peaks and troughs to manage resources effectively
- Weekly quality and efficiency reviews with team and process head
- Weekly /Daily productivity audits
- Daily workflow checks and prioritization of work as per TAT
- Shrinkage management as per forecast allowances
- Client communication and reports to share department performance and productivity
- Weekly forecasting and resource planning for respective department
- Weekly /Monthly review to assess TAT set by client and propose changes if and when required
- Weekly/monthly review of SLA delivery
- Authorizing and implementing training and development requirements highlighted by team/Clients
- Resource planning for cross functional peaks
- Maintaining costs as per client and process heads guidelines
- Reviewing and resource planning to ensure costs are as per approved FTE budgets
- Identify process improvements to drive efficiencies
- Monthly /Weekly client feedback and cascade to direct reports
- Reviewing weekly team stats to maintain consistency in performance
B) Project Review & Management :
- Cascade and manage transition deadline's and process flow's
- KPI Delivery
- Implement and present progress update documents for all areas/new transitions
- Review and propose KPI change's as per process developments and requirements
- Define and manage group/Team structures to support business needs
- TNI for direct reports to business continuity
C) Other Responsibilities :
- Payroll / Invoice inputs for overtime and incentive's
- Systems check audits to ensure no downtime
- Ensure business cover 24/7
- Succession and management planning for leavers at AM /TL level
- Reviewing process and people impact on new transition's / cross skilling and propose business effective solutions
- Reviewing ADHOC costs incurred by periodic overtime requests
Administrative Tasks - General administration support provided for :
- Payroll inputs based on employee performance and attendance
- Overtime payouts based on required and delivered hours
- Weekly FTE forecast and actual comparison
- Systems and access authorization
- Cost v/s budgeted FTE reports
- Productivity and quality reporting
Financial Authority :
- Financial budgeting and control of, monitoring and reporting of.
- Consider extent of control, autonomy of decision making
D) People Management - Should include responsibilities for other staff if applicable, in terms of recruiting of, assessing of, training of, managing of direct reporting staff & Span of Control - 100 heads
Recruitment :
- Planning and implementing training timelines /requirements as per forecast
- Reviewing quality of new hires in the department and effect on quality and productivity
- Communication and update recruitment and HR on new requirements and assessing quality of new hires
- Assessment and training of High potential employees for vertical movement(TL/AM roles)
- Reviewing and upgrading recruitment guidelines if required
- New hire's induction to ensure loyalty quotient
- Weekly/Monthly audits on quality output of new hires
People Deliverables :
- Employee skill enhancement trainings
- Meeting retention targets set for respective departments
- Developing and grooming AM/TLS's on personal and professional level
- Monthly random staff skips
- Feedback and coaching to direct reports based on employee skips
- Creating employee engagement schedules
- Planning Training and development courses for top performers
- Reviewing employee escalations and agreeing course of action /permanent solutions
- Reviewing all staff under performance management plan
- Reviewing all disciplinary issues /termination cases to cover all risks from client and organization point of view
- Weekly /Monthly reviews to understand stability and ESAT quotient
- Bi weekly staff update meetings
- Monthly employee town halls
Stakeholder Management :
- Internal
- Clients
- Vendors
Minimum Experience :
- 5 - 6 Years BPO experience
- Minimum 3 years Management experience
- Minimum 18 months Assistant Manager experience
Reporting to - Head - Operations
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