Job Title

Key Expectations • Ability to achieve the targets and exceed them consistently. • Contribute ideas and suggestions to improve the process. • Identify issues/patterns in the process and advice solutions. • Record and maintain all the productivity data in the respective DB/excel sheets. • Perform all activities free from errors. Specific Responsibilities • Overall responsible for managing specified Customer Service processes/teams. • Be a part of the management team and facilitate strategic decisions for the process being handled. • Plan, allocate and control processes and resources to ensure quality deliverables within prescribed timelines and functional budgets. • Ensure that strategy, structure, staffing, and processes are aligned with the Company’s Quality objectives and goals. • Champion the use and implementation of statistical tools for analysis and reporting. • Creating back-ups for self. • Collate and report standard operational and quality metrics to the management on a weekly basis. Take action on an ongoing basis to identify deviations from standards and initiate actions to address the same. • Provide leadership through guiding, monitoring, and integrating the day-day efforts of the Team Management and subordinates. • Own and drive efforts of the organization towards attrition management and staff retention. • Establish relationships with team members through one-to-one sessions and group meetings. • Conduct and assist with functional trainings. • Ensure quality delivery in line with Service level agreements made to Areas and Regions • Work collaboratively with the offsite locations & regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements /Changes in order to improve effectiveness. • Constantly take measures in improving the knowledge/ skill base of the team and overall productivity. • Assist in execution of trial production of new business opportunities. • Ensure adherence to ISO Objectives and Standards across the organization. • Assist and participate in the execution of the day-to-day tasks, as required. • Data Analytics – Ability to comprehend data and provide meaningful business insights. • Expertise and familiarity with business tools like MS Excel, Qlik, Power BI • Knowledge of additional skills like R and Python will be an added advantage Key Performance Standards • Achieve productivity improvements in line with the organization’s goals. • Achieve key targets of the specified process responsible for. • Ensure effective project transitions for relevant processes. • Ensure productive working relationships with the Region/Areas through visible initiatives and effective communication channels. • Ensure efficient management of human resources, in terms of : Employee Motivation Retention of identified key team members Implementation of Training for all key team members Creation of a motivating and vibrant work environment Operational Drivers: • Ensure accomplishment of all milestones on all personal projects that get allotted. • Ensure necessary productivity improvements are done as per the plan. Desired Profile Business Skills • Expertise / Specialized Knowledge • Product Knowledge • Process orientation & diagnostic Skills • Quality Awareness • Accuracy • Analytical Thinking & technology orientation • Financial orientation • Communication skills – E-Mail, verbal & presentation. • Project Management • Training skills • Report preparation/ generation Customer Orientation • Proactiveness to Customer needs. • Good listening skills. • Ability to establish Rapport and develop Contacts. Local compliance requirements • Compliance to ISO requirements in regard to data privacy, quality and processes. • Compliance of Security awareness requirements, Skills: • Excellent spoken and written communication skills. • Should be a team player with positive attitude • Good knowledge of Geography. • Expert in the use of MS Office products.