Operations & Service Delivery
Ensure
end-to-end delivery
of assigned processes/services in line with contractual SLAs and KPIs (Productivity, Quality, TAT, Compliance).
Monitor daily/weekly/monthly performance dashboards and take
proactive corrective actions
for any deviations.
Manage volume fluctuations, staffing plans, and workload redistribution to meet delivery commitments.
Own
incident management
, root cause analysis (RCA), and corrective/preventive action (CAPA) closure.
People & Team Management
Manage and mentor
Team Leaders / SMEs / Associates
; conduct regular connect sessions and performance reviews.
Drive
capability building
, cross-skilling, and succession planning within the team.
Handle employee concerns, attrition risks, and engagement initiatives to maintain team morale.
Support recruitment, onboarding, and transition of new resources.
Quality, Risk & Compliance
Ensure
100% compliance
with internal controls, client requirements, and audit standards.
Own quality improvement plans, manage audits/reviews, and drive closure of observations.
Identify operational risks and maintain/update
risk and control logs
.
Client & Stakeholder Management
Act as a key point of contact for
client operations stakeholders
.
Participate in governance calls, prepare performance packs, and present operational insights.
Manage client escalations effectively and support continuous improvement conversations.
Continuous Improvement & Transformation
Identify and implement
process improvements
, automation, or efficiency levers.
Support RPA / digital initiatives, SOP updates, and service definition reviews.
Track benefits from improvements (cost, FTE, quality, productivity).
Reporting & MIS
Own operational MIS, dashboards, and management reports.
Provide data-backed insights to senior leadership on trends, risks, and opportunities.
Total Experience Expected: 05-08 years
Graduate and above
Preferably MBA
Should be comfortable with 24X7 Work Environment
Should not be Color Blind
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
