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 recent 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 explicit at least one certification a year
People Management
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 LD 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 current 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: Post graduation in any discipline
Related industry certifications preferred
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 a recognized university relevant
Relevant healthcare experience
Prior work experience in UK Insurance domain
Onsite transition experience
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