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Assistant Manager

Excellent oral and written communication skills
Strong leadership & management skills - planning
Ensure that all TAT and Quality targets are met as per KPI
Proven ability to manage & lead large teams during a period of significant change. Manage targets vs. SLA's
Analytical bend of mind to do root cause around escalations received via email or on calls
Key accountabilities include quality in service delivery-work queue management and MI reporting.
Identify-facilitate and implement process and process improvements
Review and analyze management reports as required & drive necessary actions for improvement
Lead and motivate the team to facilitate achievement of SLA
Effective liaison with various departments within operations to gain support and resolve issues and also a key interface between managers and team members
Drive various process improvement ideas to improve efficiency/productivity.
Build strong partnership with customers and anticipate customer requirements and deliver accordingly.
Manage overtime and FTE requirements to enhance team profitability
Ensure accurate and timely reporting to all stakeholders
Lead quality and productivity initiatives such as ISO 9001 and Six Sigma
Participate in the recruitment process for Operations teams
Meet all critical service delivery parameters
Manage work queues and personal priorities effectively
Ready for US shifts (including night shift)
pune, MH, IN