Center Lead- Citizen Centric Program

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements

Key Missions

We are currently looking for Center Lead- Citizen Centric Program at Shimla Location.

Experience :
• Minimum 5 years of experience and atleast 3 years of experience in Customer Relationship Management/ Citizen Centric Program/ Team Lead/ Project Manager/ Public Service Delivery Projects
• Experience of Working on a Government Project will be added advantage. Experience in Citizen Centric Programs will be preferred.
• The candidate should have experience in Team Handling.
• The candidates should have strong interpersonal skills and ability to work in a multi-disciplinary team.
• Having experience of multi- stakeholder management will be an added advantage.

Skills Set :
• Microsoft Excel, Word, Power point etc.
• Basic Understanding of IT Hardware & Networking
• Proficient writing and spoken skills in English and local language.
• Operations and project execution background

Job Description :
• The candidate will be the overall In-charge of Citizen Centric Program and working as Center Operations Manager.
• Centre Operation Handling. Ensure Citizen Centric Programs related services to the resident in an efficient manner.
• Manage the administrative and operational activities of the respective of Citizen Centric Programs.
• The working hours of the Center Lead: 7 days Operational center ( 1 day week off )
• The candidate will be responsible for overall P&L Management of the Center and to generate revenue.
• The candidate will be responsible for Quality & Process Control of the Center.
• Pursue opportunities to promote the Citizen Centric Program in the city and the state to facilitate the residents.
• Crowd management, Token Management and Queue Management in inside and outside 
• Ensure all SLA metrics are met as per agreed SLA norms
• Liaison with different Govt. department & Authorities across the city to generate more revenue through Citizen Centric Program Camps.
• Coordination with internal department & stake holders.
• MIS reporting, Cash Management, Expense Management, Stock Management, Grievance Handling, Training to operators
• Time Management and Per Kit (Machine / operator) Productivity Management is one of the key role.
• Monitor attrition and ensure timely replacement of resources at Center.
• Any other related task as may be required from time to time.

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