Job description

Job Description – Team Manager
Career Stream: BPM – Operations
Career Sub‑Stream: Operations – Vertical Business
Job Level: 4B
Experience: Min 4+ Years

Responsibilities:
Transition Coordination: Process definition & documentation:

• Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process

• Co-ordinates training for the team in order to ensure right skilling

• Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance

• Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioural

• Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes

• Prepares / signs off on the KRAs / deliverables of the team in order to meet the operational objectives of his / her team

• Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team

• Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team. Provides guidance and support to the team in order to ensure delivery predictability

• Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps

• Allocates work / shifts to team members in order to achieve production targets.

• Resolves escalations from the process owners in order to ensure strong customer relationships

• Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability

• Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge.

• Diagnoses the gaps in the existing process, identifies opportunities for improvement and implements the re-engineering initiatives in order to meet client and internal commitments on a continuous basis

• Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer in order to meet financial objectives

• Implements the improvement plan in order to enhance customer satisfaction

• Prepares the team level / process level requirements for self-assessment in order to ensure delivery predictability for the specific process

• Build strong, lasting relationships with your peers, colleagues and Operations Management

• High school diploma
• A minimum of 4 years work experience in experience of handling service delivery & people management including performance management in a customer service / BPO environment
• Customer management experience a distinct advantage and involvement in internal and client reviews at a senior level
• Highly proficient in the use of MS Office, including Excel, Outlook and PowerPoint, as well as a working knowledge of other relevant systems

• Ability to exercise managerial judgment, making firm decisions, delivering results with minimal supervision
• Excellent interpersonal and communication skills, facilitating the establishment and maintenance of effective working relationships with management, co-workers and customers.
• Self-starter with the proven ability to lead in a results driven team environment
• Highly developed Change Management skills