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Job Location | Chennai |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | General / Operations Management |
EmploymentType | Full-time |
Team Manager / Service Delivery Manager - B&LGraduate / MBA (exclusions:MCA/BCA/BTech depending on the type of project)- Interacts with Client/customer to manage and resolve customer requests through effective queue management (prioritization of demand) Provides project updates.Create/collate periodic reports for client report meetings.Ensures data integrity of data presented to client.Project / Process:- Ensure process deliverables are metActs as an SME for the team to Identify & resolve issues and document all process changes.Monitor & review first level processing.Process complex Transactions.Handle first level escalations from client.Identify and assess service improvement opportunities.Contribute to process improvement initiatives.Perform quality checks/audits to ensure data integrity, error free processing & identification of risks.Identify and report process changes.Adhere to the mandatory industry regulation and compliance requirements for the given process.Perform Audit, Foresee Risk and institutionalize necessary controls.Knowledge Management:- Perform knowledge sharingUpdate Process documentation /user manuals as appropriate for the process.Participate in knowledge transfer.People/Team Management:Ensures alignment to org driven metrics and hygiene needs in terms of:a Pyramid and Span.b Job Rotation of resources.c Cross Skilling of Resources.Mentors/coaches and grooms teams members to grow.Drives teams learning and innovation index goals.Delegates, assigns and reviews tasks given to team members for accuracy.Performance Management and development plans.Manages attrition and absenteeism.Ensure Accurate Tracking and collating of Quality and KPI metric data.The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.,
Keyskills :
servicedelivery resolvingissues queuemanagement processimprovement serviceimprovement processdocumentation erf mancemanagement