Location
Bangalore | India
Job description
Responsibilities
Transition Coordination: Process definition & documentation:
. Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process
Transition Coordination: Process Training & Certification:
. Co-ordinates training for the team in order to ensure right skilling
Operations: Resource Planning (People, Infrastructure etc.):
. Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance
Operations: Manpower Training:
. Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioural
Quality Planning (QC/QA):
. Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes
Performance Planning:
. Prepares / signs off on the KRAs / deliverables of the team in order to meet the operational objectives of his / her team
Talent Management (People Management):
. Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team
SLA Compliance:
. Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team. Provides guidance and support to the team in order to ensure delivery predictability
Process Compliance
. Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps
Work Allocation:
. Allocates work / shifts to team members in order to achieve production targets.
Customer Interaction:
. Resolves escalations from the process owners in order to ensure strong customer relationships
Governance compliance:
. Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability
Knowledge Management:
. Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge.
Process Reengineering:
. Diagnoses the gaps in the existing process, identifies opportunities for improvement and implements the re-engineering initiatives in order to meet client and internal commitments on a continuous basis
Resource optimization:
. Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer in order to meet financial objectives
CSAT Process:
. Implements the improvement plan in order to enhance customer satisfaction
Preferred Skills:
S&F- ORDER MANAGEMENT & SALES PRESALES (BID MANAGEMENT, QUOTE, PROPOSAL MANAGEMENT, PRICING) LOGISTICS (SHIPMENT PLANNING - INBOND - OUTBOND LOGISTICS - GOOD RECEIPT - EXPORT DOCUMENTATION
Job tags
Salary
