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