Role Purpose
The purpose of this role is to execute the process and drive the performance of the team on key metrics.
Key Responsibilities
* Ensure process execution as per client contract
* Conduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift
* Prepare notes from huddle meetings and share with the team
* Prepare and share performance data of the team with the client at the end of the shift
* Interact with the client and prepare notes to share updates and changes with the team
* Review performance on key process metrics and conduct RCA to improve quality parameters
* Prepare presentations on weekly and monthly performance data for the manager to be shared with the client
* Collaborate and influence internal key stakeholders to manage and resolve issues
Team Management
* Drive performance of the team on identified metrics of the process
* Review last 6-8 weeks performance data (RAG) and identify low performers
* Provide feedback and coach the outliers/low performers to improve their performance metrics
* Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
* Handhold employees on performance on process and monitor for improvements
* Identify training needs for new joiners and track their daily progress
Stakeholder Interaction & Management
* Coordinate with internal and external stakeholders to ensure compliance and quality in delivery
* Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc
* Participate in monthly review meetings with Account Delivery leadership updating them on status and progress of the account
Effective Team Management
* Resourcing: Hire adequate and right resources for the team
* Talent Management: Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
* Performance Management: Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Company Values
We are committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process.