Strategic Responsibilities:

- Coordinate with the Transition team during the testing phase
- Handle client communication and support effectively
- Conduct and participate in conference calls with the onshore team (monthly/quarterly)
- Keep the Process Manager (PM) updated with team-level progress and reporting
- Ensure quality documentation is regularly maintained and updated

Resource Management:

- Engage in resource estimation and periodic planning
- Analyze and forecast team attrition; inform PM accordingly
- Control attrition, absenteeism, and ensure productive resource utilization
- Maintain and update the team skills matrix and other process-related documents

Performance Management:

- Conduct daily/weekly feedback sessions regarding production and SLA issues
- Analyze team performance to identify training needs
- Hold one-on-one meetings with team members
- Ensure process and refresher training is conducted as needed
- Coordinate with L&D; and HR for training nominations and rewards & recognition inputs
- Provide performance feedback for midterm/annual appraisals to the PM

Employee Life Cycle Management:

- Provide feedback on trainee appraisals to the PM
- Coordinate onboarding activities including ID/login creation
- Handle resignation formalities and update PM accordingly
- Track attendance and absenteeism, and inform PM




- Distribute salary slips/cheques
- Handle employee grievances and escalate when necessary
- Plan and manage leaves
- Conduct regular one-on-one sessions with the team

Production Management:

- Ensure daily production through optimal work allocation and monitoring
- Resolve team queries and daily issues
- Use designated software to allocate and track jobs/work; inform PM as needed
- Monitor and control shift operations
- Maintain daily reporting and record meeting minutes (MoMs)
- Collect and analyze team metrics and errors
- Create root cause analysis (RCA) documents
- Escalate issues to PM or clients when necessary and ensure issue resolution
- Provide feedback on quality issues and suggest improvements
- Drive continuous improvement in team metrics

Compliance & Quality:

- Ensure adherence to quality processes, standards, and checklists
- Meet all process SLAs and performance targets
- Maintain ISMS compliance across all tasks
- Follow company policies, rules, and regulations
- Adhere to defined work timings and leave schedules

Requirements:

- Graduate from any stream / Diploma holder (MBA preferred)
- PC literacy in Word and Excel (basic level)
- Strong technical knowledge of payroll and payroll systems
- Mandatory experience in supervising or handling teams

📌 Team Leader (Kochi)
🏢 Strada
📍 Kochi