r3 Consultant
Location
Jaipur | India
Job description
Position Summary
Responsible for a single large process or multiple small processes under a large process Responsible for delivering business results in line with operational targets for the process Responsible for resource utilization and financial budgets for the process II. Key Result Areas Responsible for the quality and productivity of deliverables in the process Drive service level metrics indicators (adherence to SLAs, metrics etc) Anticipate and manage risks related to the process Responsible for MIS and reporting of performance metrics People KRAs: Manage utilization, employee satisfaction, performance, employee development and retention III. Typical Responsibilities Business / Customer Manage and resolve escalations and issues raised by customers Prepare and report process performance metrics to stakeholders Participate in management discussions (Governance discussion, Management forums with customer) Engage with internal and external customers / stakeholders to seek and manage expectations Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value Analyse customer feedback at desired intervals and initiate ways to improve the score. Manage customer relationships through regular communication with clients through weekly/ monthly reviews Project / Process Ensure proper documentation and knowledge transfer as per project plan and schedule Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines Initiate and deliver on process improvement projects to improve process efficiencies Drive knowledge management and continuous up skilling of the team Work with support functions to enable infrastructure support to team and ensure zero downtime Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms Adopt best practices from other processes/ verticals etc. Share value addition and best practices across teams Resource utilisation and scheduling of end to end work People / Team Implement and anchor key HR processes for the team performance management, promotions, normalization of the team ratings and recommendations on rewards in consultation with the Head of the Process Ensure that communication from the senior management is cascaded down and shared with the entire team Manage and motivate performance of the team through reviews, coaching and development Build a second line for all key roles and persons Ensure that the training needs of the team are identified and met Participate in recruitment initiatives Facilitate knowledge sharing and capture within and across teams Manage retention levels within the team through coaching, mentoring and support. IV. Degree of Independence/Supervision Requires minimal supervision on the job: Independently works under broad guidelines and follows principles of process; refers to supervisor typically for exceptions Independent Decision Areas Resource Utilization for the process People Decisions: Appraisal Ratings, R&R recommendations, promotion recommendations, Leave approvals V. Team Management Responsibilities (wherever applicable) Directly supervises 2-3 Team Managers and team size of 60 100 people VI. Qualification Minimum Education Qualification: Graduate Minimum Work Experience Required: 10 years in BPO International Voice ProcessJob tags
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