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.
