Assistant Manager

Job Summary –

The candidate will work closely with the respective Manager to ensure their staff is trained and meeting their daily goals for productivity and quality and adherence to departmental procedures / policies. The AM will be responsible for having one–on-one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The AM will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for member satisfaction and / or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions :

• Improve the operational systems, in support of organization Goal- specifically, support better management reporting, information flow and management and business process
• Manage overall fiscal management, planning, systems and controls and report it to Delivery Head
• Invoicing to funding sources, including calculation of completed units of service and payroll management, including tabulation of accrued employee benefits
• Supervise and coach Unit managers & leads on a weekly basis.
• Manage day to day operations and performance of the team of supervisors & conduct regular feedback sessions & skip meetings with agents
• Interact with clients on a regular basis for daily operational activities & understand and manage service levels and staffing plan
• Lead Improvement initiatives on the process & generate reports to analyze the data
• To ensure that supervision & guidance for ‘Quality standards’ is adequate to meet client requirements
• To create an environment of high performance and high employee engagement leading to better retention of staff
• Ensure Unit Managers and Associates comply with all regulatory policies and procedures
• To ensure process compliance and front end all audits
• Deliver SLAs using the appropriate agile project management methodology, learning & iterating frequently

Requirements :

Financial acumen, including budgeting and resource management