Process Manager

RESPONSIBILITIES :

• Manage daily operations of the team and ensure smooth functioning of the overall business
• Responsible for associate Engagement, business unit engagement and talent management
• Monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements.
• Review team performance and provide monthly reports drive the career road map for the team members based on the skill sets and the aspirations
• Monitor the various standards including the internal quality, utilization, productivity targets and any other service level agreements.
• Identify the training opportunities for the team and work with the trainer and team leads to bridge the gaps.
• Anticipate and proactively plan for Business contingencies
• Manage customer escalations.
• Coach and Mentor Team lead and Trainers
• Perform any other tasks as assigned and act as backup to the supervisor.
• Basic Hygiene on the operations floor and build culture for the same Driving Cost Reduction Agenda in the Processes with Automation Opportunities, Productivity Enhancement Opportunities and Cross utilization of resources.
• Assist the New Hires & Tenured Staff to meet the Productivity and Quality goals.
• Manage team and ensure quality and productivity targets are met and exceeded
• Motivate and engages team members and maintains attrition within thresholds Provide coaching and feedback to team members to enable them to improve their performance and focus on their career path and advancement within the organization
• Assist new hires such that they are productive on the floor in the shortest possible time frame Build systems to ensure no escalations and is prompt in responding to escalations
• Provide inputs to Leadership on process gaps that exist. Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization
• Works independently with minimal direction and is very high on execution and adherence to timelines
• Takes initiative to understand the process and keeps himself updated on the important changes in the business and the industry
• Builds strong relationship with onshore counterparts and support functions and utilizes the relationship to maximize the results for the MIS and reporting needs with accuracy and timelinesss eager to take on more responsibilities and should be able to execute the ad hoc tasks

QUALIFICATIONS :

OTHER REQUIRED SKILLS :

Skills Required

Ms Office, Change Management, Cost Optimization, Mis