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