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Role Description
- Role requires a combination of leadership, strategic planning, and hands-on management to ensure that both the workforce and business processes are aligned to meet organizational goals
- Provide ground level assessment and recommendations on processes with respect to process re-engineering
- Extensive interaction with business users, senior management and IT personnel
- Lead client engagements, performance reviews amensuring consistent service delivery
- Regularly reviewing employee performance and departmental outputs to ensure goals are being met, and identifying areas for improvement
- Create account strategies to maximize client satisfaction, business impact, employee engagement and human capital development
- Lead Assistant Managers (AMs) based on evaluation of metrics performance and of non-metrics-based parameters; and develop corresponding action plans. Provide periodic feedback and coaching
- Conduct quarterly and annual appraisals for Assistant Managers
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- Daily touch point on Attendance
- Work with AMs and WF team daily to manage SLAs and KPIs
- Work with AMs and WF team in reviewing weekly IDP and scheduling
- Fortnightly coaching and performance discussion with AMs
- Weekly performance discussion with the client
- Overall POC in managing client escalation trackers and ensuring timely feedback, actions taken and closure (e.g. IIRIS, Peer Feedback, Complaints, ORL etc.)
Graduate with at least fifteen (15) years of education in any discipline
Minimum three years of relevant work experience