LEAD - Delivery

About The Role

• Monitor, identify and resolve performance / behaviour / attendance issues using prescribed performance management techniques.
• Monitor and act on personnel and disciplinary issues.
• 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.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client updates 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 .
• 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.

Job Specification

Skills Required

Project Management, Service Management, Team Management, Stakeholder Management, Itsm, Vendor Management, Itil