Job Description:

Bachelors degree or equivalent practical experience preferred

Stakeholder/Business Management

Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues
Respond through email and chat
Provide updates and submit reports related to own area of work
Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken
Identify & suggest Business improvement opportunities
Identify & drive opportunities to enhance service delivery & Customer experience
Identify cost optimization opportunities
Drive business excellence to add value to client

Process Improvements and Adherence

Ensure adherence to Quality norms and processes
Ensure individual & team SLAs are met on processing transactions (if applicable)
Ensure process guidelines are followed and met as documented
Initiate and deliver on process improvement projects to improve process efficiencies
Innovate opportunities to automate & reduce manual interventions
Discuss/ suggest the way forward, improvement areas to the Customer/process
Drive a culture of continuous improvement within the team

Project Control, Management and Review / Program delivery

Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
Conduct analysis, track services delivered
Review process audit findings and take corrective action to prevent negative results
Conduct Quality checks & periodical reviews for process adherence
Handle supervisory calls and report to manager on performance, status and any escalations
Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front
Manage and ensure resolution of escalations and issues raised by customer
Track process spends and highlights variances
Interface with other departments for getting required assistance or support for the team
Manage available resources between sub processes and ensures that the entire project deliverable is met
Optimum resource utilization through cross training initiatives, buffer management
Engage with other processes to understand and implement best practices

Customer Relationship Management

Provide information, educate customer, troubleshoot, probe and fix issues
Interact with Customers (internal / external) to meet process deliverables
Create status reports for Customers (internal/external)
Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager
Manage and resolve escalations and issues raised by Customers and Process Specialists
Seek regular feedback from Customers and communicate to the team


Contribute to and participate proactively in knowledge sharing sessions
Participate and contribute to organizational activities
Provide work direction and guidance to team members
Establish systems and procedures in the team
Groom self and team to support vertical growth
Allocate work and tasks to the team
Report to the manager on performance, status and any escalations
Facilitate and participate proactively in knowledge sharing sessions
Conduct team building activities to enhance motivation
Conduct performance appraisals for team members provide input into the learning and career plans for team members
Identify training needs of team members and provide coaching support to them
Conduct process training or refresher training if required
Review VOC scores, provides feedback and recommend refresher training whenever necessary
Resignations / Absconder communication to Operations Manager
Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues
Manage attrition and absenteeism
Support recruitment efforts for the team
Conduct knowledge transfer sessions for new joiners in the team

Personal Excellence

Record own attendance and time sheet related data
Complete mandatory training for self as identified
Complete mandatory training for self as identified in the training plan for the project

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd/Dsrd

1 Content Management PL1 Required

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd/Dsrd

1 Customer Support NA Required

2 Services and Support NA Required

* Proficiency Legends

Proficiency Level Generic Reference

PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 19th Apr 2020

Key Skills:

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