Job Description

The candidate should demonstrate strong leadership and team working skills along with excellent communication and client management.

Roles Responsibilities

• Shouldering the responsibility of leading the assigned business vertical.
• Overseeing all aspects of process metrics, quality, people metrics, and Client survey scores.
• Collaborating and working with other business leaders and functional leaders and leading quality and process improvement initiatives.
• Understanding client's business need and proposing appropriate solutions through strategic planning and process improvements.
• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures
• Overseeing the internal growth providing the career path for each of the team members after mapping their needs
• Building / review business scorecards, performance metrics, appropriately build action plans and share with Sr. leadership and clients
• To be mediator in between the clients and the management.

Key Requirements

• Candidate should have experience of managing domestic processes.
• Experience in leadership, client interaction and customer service.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills and customer satisfaction.
• Excellent leadership skills.
• Strong management skills and attention to detail.
• Should be able to handle big team size.
• Able to handle the PL for the process/processes.
• Should have 15-25 years of experience in relevant industry (ITES)