HCL - Group Manager - Processes

Exp : 8 - 12 Years

Duties and Responsibilities :

1. Business and Process Improvement

- Seek consensus among managers on opportunities to harmonize processes across teams and geographies

- Leverage operational best practices

- Coach team leads to help develop and use management tools for resource allocation, capacity calculations and work queue to ensure team performance targets are being met as defined by deliverables

- Encourage innovation and constant improvement of the overall processes across the organization

2. Data and Performance Management

- Continuously create new or improve/adapt existing reporting, dashboards and datasites to reflect the most meaningful data about team proficiency

- Develop scorecards to monitor and optimize individual performance that are customized to reflect team particularities/challenges while ensuring cross-team consistency

3. Documentation

- Manage the creation and updating of cross-team and cross-location resources including operations wikis, team/training wikis, resource allocation tools, POC documents, communications & escalation plans, etc.

- Mentor team representatives to ensure accurate, timely and complete updating of information on above resources

4. Label Quality Calibration:

- Manage internal relationships to facilitate calibration across multiple locations

- Identify opportunities to improve calibration processes and ensure scalability

- Help ensure calibration efforts are consistent, efficient, and fair across teams/locations

5. Hiring/Onboarding/Training:

- Develop and implement a formal decision matrix process for transferring Ops between teams

- Help implement cross-location staffing plans by collaborating on interviews, assessing team fit, and participating in hiring decisions

- Work with Team Leads to facilitate and optimize the onboarding processes

- Make recommendations for non project related skills training (Lynda) to fill knowledge gaps and facilitate professional development

Requirements :

- Preferred minimum of five years of team management experience

- At least five years proven track record of leadership within a High Tech environment

Other attributes :

- Organization

- Excellent research skills

- An aptitude for process innovation

- Analytical and problem-solving skills

- MBA or equivalent degree