• Building and maintaining healthy business relations with clients, ensuring high customer satisfaction metrics by achieving delivery & service quality norms.
• Managing the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Developing, managing and monitoring the performance of multi-skilled work force and conceptualizing need-based training programs for their overall career development.
• Responsible for achieving the assigned target in terms of Organic Growth, Cross Sell and Up Sell for the account.
• Analyse the team health regularly for forecasting and resource planning to ensure staffing capacities are at optimal level. Organize and conduct weekly team meetings with the client vendor to communicate any changes in the process and discuss key issues and concerns.
• Monitor, Identify, and streamline operational and functional duties of team that includes identifying and resolving performance, attendance and behavioural issues using recommended management strategies.

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