Position Summary

Responsible for a single large process or multiple small processes under a large process

Responsible for delivering business results in line with operational targets for the process

Responsible for resource utilization and financial budgets for the process

II. Key Result Areas

Responsible for the quality and productivity of deliverables in the process

Drive service level metrics indicators (adherence to SLAs, metrics etc)

Anticipate and manage risks related to the process

Responsible for MIS and reporting of performance metrics

People KRAs: Manage utilization, employee satisfaction, performance, employee development and

retention

III. Typical Responsibilities

Business / Customer

Manage and resolve escalations and issues raised by customers

Prepare and report process performance metrics to stakeholders

Participate in management discussions (Governance discussion, Management forums with customer)

Engage with internal and external customers / stakeholders to seek and manage expectations

Identify better ways to deliver anticipated customer needs or to deliver existing services that target

customers value

Analyse customer feedback at desired intervals and initiate ways to improve the score.

Manage customer relationships through regular communication with clients through weekly/ monthly

reviews

Project / Process

Ensure proper documentation and knowledge transfer as per project plan and schedule

Drive team to achieve process SLAs / metrics – productivity and quality targets within the established

timelines

Initiate and deliver on process improvement projects to improve process efficiencies

Drive knowledge management and continuous up skilling of the team

Work with support functions to enable infrastructure support to team and ensure zero downtime

Ensure compliance to the set standards/norms in order to adhere to quality standards and other

compliance norms

Adopt best practices from other processes/ verticals etc.

Share value addition and best practices across teams

Resource utilisation and scheduling of end to end work

People / Team

Implement and anchor key HR processes for the team – performance management, promotions,

normalization of the team ratings and recommendations on rewards in consultation with the Head of

the Process

Ensure that communication from the senior management is cascaded down and shared with the entire team Manage and motivate performance of the team through reviews, coaching and development Build a second line for all key roles and persons

Ensure that the training needs of the team are identified and met

Participate in recruitment initiatives

Facilitate knowledge sharing and capture within and across teams

Manage retention levels within the team through coaching, mentoring and support.

IV. Degree of Independence/Supervision

· Requires minimal supervision on the job: Independently works under broad guidelines and follows

principles of process; refers to supervisor typically for exceptions

· Independent Decision Areas:

· Resource Utilization for the process

· People Decisions: Appraisal Ratings, R&R recommendations, promotion recommendations, Leave

approvals

V. Team Management Responsibilities (wherever applicable)

Directly supervises 2-3 Team Managers and team size of 60 – 100 people

VI. Qualification:

Minimum Education Qualification: Graduate

Minimum Work Experience Required: 10 years in BPO International Voice Process