Assistant Manager

1 week ago


Vizag, Andhra Pradesh, India WNS Global Services Full time
Job Description

  • Monitoring Service Levels - Periodic collection and analysis of data received/generated.
  • Daily work allocation and tracking
  • Proactively managing performance and enhancing performance of team based on SLA's
  • Responsible for maintaining and achieving team SLA targets. Facilitates and coordinates all team requirements.
  • Works closely with Service Delivery Managers/ ATM/TM – Quality Assurance to drive team processes, production requirements to meet/exceed customer requirements (SLAs).
  • Take over the functions of a QA in the absence of one.
  • Attendances, liaise with logistics, and leave management.
  • Timely escalation of people issues appropriately.
  • Identification of soft skills training needs and responsible for Process Training of employees
  • Reporting – Internal (production statistics).
  • Customer updates.
  • System Downtime logging and resolution / escalation
  • Queries/work shadowing
  • Incentive / Performance Management monitoring.
  • Motivates and builds the skills of the team
  • Guides and coaches staff
  • Building relationship within his team, People Development while maintaining discipline within team
  • Preparation and submission of periodic reports to client.
  • People management goals - ability to lead a team.
  • Time and resource management
  • Implementing corrective actions as required
  • Responsible for proactively managing service delivery and providing outstanding levels of quality service delivery that are in line with the organizational service delivery standards and client/customer expectations to ensure high customer satisfaction levels.
Qualifications

Graduate. Banking domain knowledge is must.
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