Operations & Service Delivery
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Ensure end-to-end delivery of assigned processes/services in line with contractual SLAs and KPIs (Productivity, Quality, TAT, Compliance).
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Monitor daily/weekly/monthly performance dashboards and take proactive corrective actions for any deviations.
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Manage volume fluctuations, staffing plans, and workload redistribution to meet delivery commitments.
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Own incident management, root cause analysis (RCA), and corrective/preventive action (CAPA) closure.
People & Team Management
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Manage and mentor Team Leaders / SMEs / Associates; conduct regular connect sessions and performance reviews.
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Drive capability building, cross-skilling, and succession planning within the team.
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Handle employee concerns, attrition risks, and engagement initiatives to maintain team morale.
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Support recruitment, onboarding, and transition of new resources.
Quality, Risk & Compliance
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Ensure 100% compliance with internal controls, client requirements, and audit standards.
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Own quality improvement plans, manage audits/reviews, and drive closure of observations.
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Identify operational risks and maintain/update risk and control logs.
Client & Stakeholder Management
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Act as a key point of contact for client operations stakeholders.
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Participate in governance calls, prepare performance packs, and present operational insights.
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Manage client escalations effectively and support continuous improvement conversations.
Continuous Improvement & Transformation
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Identify and implement process improvements, automation, or efficiency levers.
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Support RPA / digital initiatives, SOP updates, and service definition reviews.
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Track benefits from improvements (cost, FTE, quality, productivity).
Reporting & MIS
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Own operational MIS, dashboards, and management reports.
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Provide data-backed insights to senior leadership on trends, risks, and opportunities.
Total Experience Expected: 05-08 years
