Stakeholder,Business Management

• 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 and suggest Business improvement opportunities.
• Identify and drive opportunities to enhance service delivery and Customer experience.
• Update trackers Create,Update tickets,service works, update required applications and tools.
• Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues.
• Provide updates and submit reports related to own area of work.
• Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.
• Maintain proper Cross Training plans.
• Accredidate associates before moving a resource into production (both new joiner and exisitng associate).
• Enncourage associates to use various material that are available in the intranet.
• Review update and maintain VSMs,process maps atleast once an year.
• Nominate associates for various domain related courses.
• Customer Relationship Management,Provide information educate customer troubleshoot probe and fix issues.
• Manage stakeholder relationship.
• Ensure Team Productivity levels are achieved as per the targets set year on year.
• Process Improvements and Process Adherence,Provide information educate customer troubleshoot probe and fix issues.
• Achieve Individual SLA targets set as well the account level collective targets set for the team.
• Ensure process delivery in the respective groups is as per the SLAs.
• Complete all mandatory training and certifications for self and team.
• Implement communication structure to ensure process and procedural updates are shared effectively.
• Lead and contribute towards process excellence initiatives.
• Provide detailed status updates on the CTQ (critical to quality)areas.
• Maintain the cross training tracker.
• Perform quality checks and ensure error free processing.
• Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls.
• Escalate to the management if deviations in the process are noticed.
• Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
• Highlight aging breaks,open tasks to Team leads,Managers on time.
• People,Team, Provide work direction and guidance to team members,ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.
• Establish systems and procedures in the team.
• Reporting to the manager on performance status and any escalations.
• Guide and mentor team members from a process perspective to ensure delivery of SLAs.
• Conduct team building activities to enhance motivation.
• Conduct knowledge transfer sessions for new joiners in the team.
• 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.
• Manage attrition and absenteeism.
• Support recruitment efforts for the 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 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.