Sr. Manager

December 26, 2021
$13000000 - $1400000 / year
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Job Description

(a) Big Picture Perspective: • Transition and Project Planning • Identifying Process Improvement Initiatives to drive process excellence

(b) Business Acumen: • Adherence to company policies • Reporting the financial metrics dashboard to the internal management team • Co-ordinate on Process Quality requirements • Reporting the process performance through the Roadmap review • Review SOW
(c) Planning & Organizing: • FTE Capacity Planning Vs Forecasted workload/volumes with clients • Identify potential business growth opportunities
(d) Directing & Monitoring • Define and review KRA’s for Process Managers • Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact
(e) Accountability • Ensuring the process meets and exceeds the defined Service Levels • Review Customer Escalations and Provide Effective solutions Ensuring the accuracy of transactions and billable hours. • Ensuring complete responsibility of the process related deliverables • Consolidating the invoicing details for client’s approval • Review and Report Project updates to senior management. • Handling client escalations
(f) Problem Solving & Decision making • Is able to identify problems and take decisions independently • Provides solutions to individual and organizational challenges
(g) Relationship Building • Identify and suggest innovative solutions on existing business Provide cost benefit solutions to Partners. • Build customer rapport. • Liaison with Internal customers.
(h) Passion for excellence • Driving Perfect Service and Identifying Value adds
(i) Managing Self • Identify and participate in training / developmental programs
(j) Inspiring Others / Managing Teams • Identify developmental programs for Process Managers Manage and address second level team escalations. • Motivate and encourage team members. • Handle skip level meetings for the processes. • Grooming and creating back-ups for the Managers

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