Senior Lead

1 month ago


thiruvananthapuram, India RM plc Full time

Overview Key Responsibilities: Continuous interaction with UK counterparts to complete assigned tasks as per rota. Interact with the various teams in both UK & India to deliver activities on time. Play a key role in delivering summer sessions with high quality. Assign work & monitor service levels of assigned operational tasks. Functional level capacity management based on shifting priorities across customers during live delivery. Execute all activities required to deliver against increasing volume, especially during summer. Report volume analysis vs resource allocation vs criticality and escalate point of risk, especially during seasonal peaks. Support transition projects in parallel with BAU. Mentor and help the team members to upskill to meet increasing skill requirements. Assist in various continual improvement projects and support to reduce overall team cost. Work closely with team to improve efficiency. Run functional risk assessments in an ongoing basis, perform root cause analysis and escalate appropriately. Minimum Qualification and Experience: Graduate with 6 Years of experience in Operations. Mandatory Skills: Prioritization/work allocation skills. Highly organized & Data driven reporting skills. Exposure in team management and people management. Experience in working with UK/on site stakeholders and a geographically distributed teams. First line support experience. Desired Skills: Negotiation skills. Interviewing skills. Exposure in ITIL. Competency Requirement: Strong verbal and written communications skills. Team management skills coupled with matured attitude. Achieve results within deadlines whilst maintaining quality. Develop and deliver presentations, training sessions.



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