Assistant Manager

ROLES & RESPONSIBLITIES

• Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
• Ensure relevant processes are followed on the operational floor
• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
• Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
• Manage and optimize workflows (pipeline and individual work queues)
• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
• Execute any relevant business transformation activities within the team;
• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
• Report on team performance, customer/client feedback and all daily operational activities;
• Liaise, coordinate and manage relationships with other departments and onshore teams;
• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
• Co-ordinate with internal support functions to help resolve issues for the team;
• Participate in the recruitment process of new advisors;
• Implement the rewards and recognition program to motivate the team to perform better;
• Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

KEY RESULT AREA

Service delivery by the team within the agreed SLA frameworks

Ensure adherence to Standard Operating Principles

Team attrition and other metrics to meet/exceed targets

On-time and accurate reporting and sharing of process health

Execution of business transformation activities within the team

Process improvements, new business projects and other initiatives

They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.

Graduate 2 - 5 Years