Assistant Manager

Primary Responsibility

People Management, Process Improvement, Client Management

Performance Parameters

• E Client satisfaction scores (C-Sat)
• Employee satisfaction scores (E-Sat)
• Service Level Metrics
• Process/people performance
• Attrition within target levels
• Improvement in quality and productivity
  
  

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
• Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
• Stay in touch with Process Owners and lead the service delivery for assigned F&A processes. Participate in periodic performance review calls/meetings with client.
• Enact role of a Subject Matter Expert with the objective of providing the necessary F&A concepts understanding and most importantly effective management of client expectations.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Documented monthly performance review of team members.
• Executive quarterly and annual appraisals of team members and consequent development processes effectively. Mentor team members.
• Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Provide leadership to team of managers, team leaders and agents.
  
  

• A balance of technical, team management and leadership skills. Hands on management style.
• Strong understanding of US T&L Business
• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
• Good communication and presentation skills
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of outsourcing industry.
• Exposure to in the T&L Services sector preferable
• Strong Knowledge of Process
• Exposure to Outsourcing environment preferable
• Good networking capability and Client facing skills
• Customer Service orientation.
• Quality Orientation.
• People oriented.