Overview

To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates
Responsibilities
- Drive & achieve productivity enhancements
- Own weekly/monthly management reports & highlight relevant gaps &/or concerns
- Oversee migration & stabilization of current processes
- Periodically review process & regulatory requirements & ensure compliance
- Review FTE requirements, shift plans & capacity planning
- Initiate, Execute & Facilitate process improvement initiatives/projects
- Integrate domain knowledge & business understanding to create superior solutions for the client
- Must clear at least one certification a year
- Conduct regular meetings with team leaders & resolve concerns
- Conduct skip level meetings with team members & resolve escalations
- Own rewards & recognition schemes for assigned processes/teams
- Oversee L&D; trainings for self & team leaders
- Oversee staff domain certifications




- Ensure completion of process certifications by all staff (Team leads & associate) within pre defined timelines
- Liaise with recruitment team for recruiting new team members
- Identify & facilitate movements within the division for team leads
- Customer Service & SLA Delivery: Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
- Manage client relationships and escalations
- Strategic Initiatives: Explore opportunities to move processes to the GSC satellite office
- Participate in special projects/organization wide initiatives
Qualifications
- Education: Major: Post graduation in any discipline
- Degree: Master
- Licenses/Certificates: Related industry certifications preferred
- Work Experience: Minimum six years of experience in the ITES sector
- Minimum 5 years of experience in a managerial role (Must have experience in managing a span over 30)
- Graduate from

📌 Senior Manager (Bengaluru)
🏢 Artex Risk Solutions
📍 Bengaluru