Senior Manager/Site Head
1 month ago
Role and Responsibilities :
- Ensure Operational SLA's and CTQ's are achieved or exceeded
- Need to drive best in class customer experience for end clients
- Identify opportunities and drive/mentor improvement projects
- Execute efficiencies in the business through continuous improvement and productivity evaluation
- Have monthly/fortnightly connects with relevant stakeholders and share updates
- Identify Risks and Controls for critical and complex processes
- Create and execute development and progression plans for critical resources
- Have strong - Individual Development Plans for staff across levels
- Drive People engagement, ensure retention and positive feedback through employee engagement survey
- Implement and execute Reward &Recognition program across teams
- Should act as a Change ambassador to help staff adapt organizational and business changes
- Ensure processes are being run in accordance with Compliance and Audit requirements
- Participate in execution of Business Continuity Plan for the site
- Self and team goals to reflect organization level goals and chart a plan to achieve them
- Encourage gender diversity across teams (65:35)
- Yearlong sustainable planning for the span ensuring business and people growth
- Finding opportunities to grow current business and identify new prospects across work streams
- Creating Monthly/Quarterly dashboards for leadership and onshore review
Educational Qualification and Eligibility :
- 10 (min)-15 (max) years of overall experience
- Minimum 12 months experience in a similar kind of role
- Should not be under any disciplinary plan or criminal track record
Skill sets :
- People Management
- Stakeholder and Client management
- Driving Customer Experience
- Preferable knowledge of US HR outsourcing domain knowledge like Defined Benefits/Defined Contributions/Health Benefits/Retirements/Pensions
- Reporting and Presentation skills with good working knowledge of MS Office
- Flexibility to work across US shifts
- Experience in transitioning work from onshore
- Knowledge on Quality tools like Six Sigma, Lean and Kaizen are good to have
- Knowhow of basic quality tools like FMEA, VSM, effective RCAs, AHT baselining
Competencies :
- Excellent Customer and Client Focus
- Strong People Orientation
- Operations Management
- Result Orientation
- Good Communication
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