Manager - Engagement Management Support - Big4

We are Hiring for Manager EMS for one of the big 4's.

Requirements:-

- Looking for Female candidates from Chennai only.

- Candidate should be at Manager Designation.

- Minimum 7 yrs of exp. in operations (MIS,Dashboard,Data Management,SLA Management,TAT)

- Candidate Should not be into Finance,Accounts or voice operations.

- Candidate should be from BPO or KPO industry.

- Location-Chennai

Designation - EMS Manager

The scope of the work-stream includes the below main areas but is not all inclusive.

- Interaction with the client and the assignee over emails

- Management of assignee and assignment information in the various Human Capital tools

- Interaction with the various offices

- Act as a principle point of contact for clients or engagement teams for issue escalation, resolution & discussing scope of work

- Manage and increase the effectiveness and efficiency of team through regular training, coaching & counselling sessions

- Responsible for managing day to day operations & ensuring the team adheres to the quality TAT & SLA requirements

- Develop & improvise quality metrics & productivity measuring tools

- Introduce process improvements & develop best practices

- Should have an eye for detail and explore opportunities for new business from existing engagement teams .

- Build working relationships with the user groups by conducting regular service reviews & feedback calls

- Work closely with user groups to ensure the work performed by the GTH meets the quality standards & SLA

- Actively involved in coaching, developing the team

- Resource management & planning annual service delivery

- Manage transition of new work to GTH

- Responsibilities related to People management

- Should have lead and managed large teams including professionals at Team Lead and Assistant Manager roles.

- Should have experience in expatriate administration and on managing international assignee populations of multinational clients

- Ability to train and communicate concepts to team

- Management and leadership skills & experience & ability to motivate

- Client service and solutions focused

- Project management skills to manage timelines and deliverables

- Thrives working within tight deadlines in a pressurised environment that works under contractual SLAs & KPIs with financial penalties

- Working knowledge and experience in one or more areas of quality e.g Six Sigma, Lean etc.

- Will be responsible for doing annual appraisals for team members that includes Team Leads and Assistant managers

- Will be responsible for coaching and mentoring team members.

- Will be responsible for succession planning and career counselling across levels (from associate to Assistant Managers)

Operational Responsibilities

- Will be responsible for team meeting its utilization targets. The incumbent will be responsible for reviewing the utilization report of the team on daily/weekly/monthly basis to identify professionals who are either underutilized or over utilized and align them to teams accordingly.

- Will be responsible for coordinating with support teams like the People team and the administration team to help resolve any employee complaints /issues/ concerns.

- Will be responsible for hiring right talent for the team.

- Should keep a tab of learning and development activities of the team and nominate professionals to various learning and development activities based on the learning needs of counselees.

- Will be responsible for maintaining adequate staffing or ensuring there are enough resources on the floor to carry out day to day tasks.

- Will be responsible for maintaining work-life balance of team members.

Assisting the Senior Management Team in other operation related responsibilities.