Job Description

Roles and Responsibilities

1. Implement and maintain operational excellence which drives client satisfaction, client retention,
2. TAT improvement, productivity, error reduction and policy compliance.
3. Train and guide team in process improvement techniques.
4. Manage and lead processes to achieve desired results. Assist in development of new process.
5. Drive, coach and track team performance to achieve consistent SLA, TAT, Quality.
6. Ensure clients are serviced correctly and professionally
7. Perform project management, analytics, and measure to ensure milestones are met and deliverables are achieved.
8. Assessing Productivity and TAT reports for all services and build improvement plans on it through automation and/or better process
9. Assessing Escalations, trends and improvement plans
10. Training Employees
11. Mentoring Employees
12. Motivating Employees
13. Compliance to Policies
14. Meeting Targets and Deadlines
15. Change Management

Desired Candidate Profile

• Candidate from tier one college will be preferred.

• 5 years experience in operations support and process improvement.

• Distinctive problem solving, strategic and analytics capabilities

• Communication and good inter personal skills.

• Driven/ Motivated about working in an entrepreneurial setup