Responsibility

Stakeholder/Business Management:

• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
• Respond through email and chat.
• Provide updates and submit reports related to own area of work.
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• Identify & suggest Business improvement opportunities.
• Identify & drive opportunities to enhance service delivery & Customer experience.
• Identify cost optimization opportunities.
• Drive business excellence to add value to client.
  
  

Customer Relationship Management

• Provide information, educate customer, troubleshoot, probe and fix issues.
  
  

People/Team

• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.
• Provide work direction and guidance to team members.
• Establish systems and procedures in the team.
• Groom self and team to support vertical growth.
• Allocate work and tasks to the team.
• Report to the manager on performance, status and any escalations.
• Facilitate and participate proactively in knowledge sharing sessions.
• Conduct team building activities to enhance motivation.
• Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
• Identify training needs of team members and provide coaching support to them.
• Conduct process training or refresher training if required.
• Review VOC scores, provides feedback and recommend refresher training whenever necessary.
• Resignations / Absconder communication to Operations Manager.
• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
• Manage attrition and absenteeism.
• Support recruitment efforts for the team.
• Conduct knowledge transfer sessions for new joiners in the team.