Team Manager - Digital Marketing

Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

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.