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Lead - Delivery

ConfidentialChennai

25 days ago

Job description

Role Description Overview :

Mentor a group of employees to achieve assigned productivity and quality targets by motivating employees; work with cross functional teams effectively.

Responsibility Areas :

Monitor, identify and resolve performance / behavior / attendance issues using prescribed performance management techniques.
Monitor and take action on personnel and disciplinary issues.
Conduct performance appraisals annually along with Ops Manager
Review reports on a daily basis and provide constructive feedback.
Provide subject matter expertise to Quality Control Analysts in the team
Ensure training needs of subordinates are met
Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
Successfully complete all client related training and keep record of the same.
Resolve escalated customer issues and CAPA to be taken
Hold team briefings on a daily basis with the team.
Communicate all process and client changes to direct reports within specific timelines and keep record for such updates
Act as single point contact for the assigned team members for all their job related needs and create a harmonious work environment
Escalate performance related issues with respect to assigned team members to Operations managers on a timely manner (PIP)
Performs any other duty assigned by respective Operations Manager
Act as authorized person for sanctioning team members leave through ERP
Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable compliance requirements.
Employee separations to be handled in-line with company policies
Strict adherence to the company policies and procedures.

Desired Profile

Excellent Interpersonal, Communication, Team Management Skills

Min of 4.5 Yrs of Professional and Relevant Experience & 2 Yrs of People Management Experience.

Proven multi stakeholder management experience

Strong Project Management experience

Comfort in working in a changing and high growth environment.

Comfort in working in a changing and high growth environment

Client management / Relationship management.

Coaching / Mentoring Expertise

Coordination and communication between the support and business functions.

Motivates employees to achieve peak productivity and performance.

Create a participative work environment and thereby facilitate employee satisfaction

Skills Required

Project Management, Service Management, Delivery Leadership, Team Management, Itsm, Vendor Management, Crm

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Delivery Lead • Chennai