Process Manager - KPO

Job Responsibilities :

- To provide leadership for the entire team and manage multi-level SLA's & KRA's.

- Oversee team training process and ensure best training programs & practices are shared / implemented

- To ensure that best management practices are shared within and outside the team(s) globally.

- To lead team to run according to known standardized management processes.

- To ensure that constant review of processes are maintained and all processes, team and pertinent software are up-to-date.

- To track and improve continuously on - ability of team & team leaders

- Evaluate proposals of changes received after review of standard processes with the mindset of making them leaner.

- Continuous improvements in service delivery towards internal & external customers.

- Continuous Improvement :Institutionalize innovation through culture of creativity and lean thinking thereby obtaining innovative solutions continually

- To ensure team(s) meets the set targets of productivity and seeks means for continuous improvement.

- Identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on - Voice of Customer- feedback /proactive analysis of operational efficiency /effectiveness.

- Facilitate ways to Share Knowledge within the team

- Feedback Sessions New initiatives / Project Resignation approvals Recruitment pertaining to all levels below.

- Local business related expenses

- Team Engagement and motivation Maintaining and improving team talents

- Arranging for leadership skills trainings

- Improvement in team performance /productivity/ data quality- through continuous feedback Consistent Service Delivery Continuous Process improvement Recommend and establish strategic business process improvement

No. of Subordinates : 80-110, Direct reports : 5 - 8, Level of Employee : Team members / Team Leaders / Asst. Managers

Position Specifications :

Overall Experience Range : Between 8 - 10 years

Salary : 9.0 L to 12.0 L

Knowledge and Qualifications :

- At least a Graduate, preferably Master's degree

- Be a self-starter and can work independently

- Have a positive and constructive attitude

- People management skills

- Good command over application of Process Excellence process / tools, preferably a certified green belt.

- Cross- functional understanding of business requirements

- Cross- cultural understanding of customer behavior

- Supervisory experience preferred.

- Project management skill preferred. Training/Special skills required:

- Good inter-personal and communication skills

- Have Leadership and motivating skills

- Understanding of Forecasting Methods- Advanced training on Soft Skills

- Updates on management skills/styles/concepts through conferences/workshops

- Understanding of Project Management

Kamakshi
+917845000040