Delivery manager

Job Description

Tcs Hiring

KEY AREAS OF RESPONSIBILITY - Include but are not limited to the following:

1. Deliver Superior Customer Experience The emphasis for the DM role is in ensuring that the team is delivering the KPI(s) as agreed and set by the Site Lead.

. Ensure that the team delivers the SMART objectives & KPIs (Productivity, Timeliness, Data Quality) set up for their team and individual members

. Ensure that the team understands the KPI(s) and expectations of their roles

. Ensure speedy and satisfactory response to customer's problems . Along with the Team Manager, ensure that requisite resources in terms of system / work stations / infrastructure is available

. Regularly Monitoring achievement of results (Data quality and productivity) and ensuring targets are met through appropriate decision / actions / escalations/troubleshooting

. Create and submit requisite reports - as per set guidelines in time

. Meet/Exceed Customer Satisfaction Survey Targets.

2. Inspired People and Team

. Planning Resource / Staff Administration in a manner that ensures optimum utilization of resources - this would include roster, shift planning, leave planning, attendance, holiday planning, overtime ensure back ups are identified to take care of unforeseen absence etc

. Ensure staff is adequately trained to perform the tasks assigned to them.

. Monitor individual performance and providing timely /specific feedback to individuals in a constructive manner. Ensure that staff training is a continuous process with emphasis on ongoing development.

. Conduct performance appraisals of team members in line with set guidelines

. Ensure team members work in a collaborative manner & make conscious efforts for improvement in team performance

. Support/Coach / Encourage and motivate team members for better performance

. Identifies and develops high potential staff as a back up & succession planning

. Conduct team meetings for sharing information, reviewing team progress on deliverables / projects etc. Ensure this forum is utilized for two way communication and team member get an opportunity to express their concerns / ideas etc.

. Ensure staff are engaged and motivated - identify / address concerns if any through conscious /visible actions.

3. New Migrations/Organization Changes

. Work closely with Manager to ensure process migrations/ organization changes are properly planned and communicated to staff

. Ensure successful implementation of migrations / changes as per plan / guidelines/frameworks provided

. Meet/Exceed new migration targets/expectations

4. Continuous improvement and low cost provider

. Identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on customer feedback /proactive analysis of operational efficiency /effectiveness.

. Propose improvement projects with supporting data, benefits and time / cost involvement

. Plan and implement signed off projects and report progress / actual benefits

5. Uphold Company Image-

. Ensure Company vision, values & ethics are upheld within team at all times through professional behavior / by being a role model for the team.

Desired Candidate Profile