Assistant Manager

ROLES & RESPONSIBLITIES: • Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness • Ensure relevant processes are followed on the operational floor • Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs • Liaise with Business Planning & MI team where required for resource planning and optimum utilization; • Manage and optimize workflows (pipeline and individual work queues) • Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance; • Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality; • Execute any relevant business transformation activities within the team; • Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills; • Report on team performance, customer/client feedback and all daily operational activities; • Liaise, coordinate and manage relationships with other departments and onshore teams; • Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team; • Co-ordinate with internal support functions to help resolve issues for the team; • Participate in the recruitment process of new advisors; • Implement the rewards and recognition program to motivate the team to perform better; • Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders KEY RESULT AREA: • Service delivery by the team within the agreed SLA frameworks • Ensure adherence to Standard Operating Principles • Team attrition and other metrics to meet/exceed targets • On-time and accurate reporting and sharing of process health • Execution of business transformation activities within the team Process improvements, new business projects and other initiatives They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries. Graduate 2 - 5 Years