JOB DESCRIPTION

Designation : Assistant Manager – Operations

Location: Madurai

Industry: BPO / KPO

Experience: 10 -12 Years

Salary : 8 LPA – 10 LPA.

Roles & Responsibilities:

• Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.
• Identifies causes for non-achievement of SLAs, develop solutions and execute the same.

•  Improve the productivity and efficiency of the business process through effective methods and strategies.
• Support the Quality initiatives that are recommended.
•  On boarding New Processes by understanding the Process, preparing the SOP and training the team.
•  Monitor the queue/status to see if there is any backlog or volume pended and take actions accordingly.
•  SOPs getting updated frequently and approved by Clients.
• Efficient Change Management.
• Review periodic reports and metrics and provide suggestions to the top management to betterment the existing processes or procedures.
• Ensure process is not getting affected during the disaster by following the BCP.
•  Respond to Client emails and handles escalations.
• Handle client calls.
•  Suggest Client for any process change, which would add value.
• Ensure to send the Daily / weekly / monthly reports to Client as committed.
•  Responsible for arranging backfills on a timely basis by communicating to HR.
•  Participate in recruitment and selection activities through hiring decisions and processes.
•  Coaches and mentors sub-ordinates.
•  Check for in-time of the individuals and also for attendance.
•  Works closely with HR to ensure high employee morale and retention initiatives.
•  Conducts skip level meetings at regular intervals to address concerns.
• Responsible for staff performance, compensation and rewards & recognition programs.
•  Sets KROs for the Pls/ Team leaders and ensure KROs are aligned to client SLAs and overall organizational goals.
•  Ensure the rules and regulations are followed as per the Organisation policies.

Desired Candidate Profile :

1.    Candidates located in Madurai/ Salem/Trichy/Tirunelveli/Kumbakonam/Vadipatti

/Dindigul can apply.

2.    Should have handled US clients.

3.   Should have experience in one of the processes

• US Healthcare Insurance

• US Mortgage Insurance

• US Property & Casualty Insurance

• US General Insurance

• US Banking

4.     Should be willing to work in night shifts.

5.     Only male candidates.

6.     Notice period - should not be more than 2 months.

7.     Should possess excellent Communication Skills.

8.     Should have worked in a BPO/KPO Non Voice International process.

9.     Should have 10 -12 years overall experience out of which minimum 5-6 years as Team Lead.