Team Manager
1 month ago
SDM|DGM|GM
Qualification:
Education,Minimum Bachelors degree or equivalent practical experience RequiredResponsibility:
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.
Must Have Skills
- SucessFactorsEmpCentralPayroll
- MS Office
Good To Have Skills
- Procure to Pay - Payroll
-
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