Senior Group Manager - Process Training
Senior Group Manager - Process Training
Posted on :
11-06-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
- Owns all Team SLAs
- *Manages al client conversations on day to day basis
- Leading & driving Reservation and General booking Teams to ensure compliance to all defined SLA metrics.
- Providing detailed insights to the business and manage customer expectations.
- Anchoring operations team for meeting defined milestones and month / quarter / annual deadlines
- Facilitating and coordinating all team requirements incl. governance and reporting Attends meetings within the program or with another department whenever necessary
- Listen to calls and provide coaching and feedback to associates on a language perspective
- Should be knowledgeable on the business/process
- Should have good communication skills and would be interacting with internal stakeholders and extent with the end clients
- Should have analytical ability and ability to understand the business impact of nos.
- Should be able to manage multiple teams and multiple location by providing KPI and driving it
- In depth understanding of Operations SLA nd impact to business
- Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
- Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function
- Maintain vertical hygiene by ensuring reports data and documents are in place
- Act as a mentor for the team and hold the team together by promoting an environment of learning and team work
Qualifications :
- Candidate must possess at least a Bachelors/College degree any field
- Excellent Interpersonal skills
- Excellent English communication and writing skills
- Excellent facilitation skills
- Should have an eye for detail
- Coaching and feedback skills
- Excellent knowledge of contact center and customer service operations
- Should possess an eagerness to learn on the job
- Excellent knowledge of MS Office especially Excel & PowerPoint
- Knowledge in Reporting Tools EWFM Financial Snapshots etc
- Additional Skills/ Requirement
- LEAN/YB/ GB certification preferred
- Team & multi location handling experience
Additional Information :
- Minimum qualification - University (Bachelors) degree
- Excellent communication skills (verbal and written)
- Excellent Analytical skills
- 8years work experience in Managing Team for voice line of work
- Min of 4 years experience in managing Travel accounts - preferably corporate travel
- 3-4 years of team handling experience mandatory including handling large team size
- Prior experience in client management mandatory
- Advanced MS Office knowledge
- Excellent communication skills - written and verbal
- Good analytical skills
- Experience in managing contracts and PNL
Remote Work :
No
Employment Type :
Part-time
Employment Type
Part-time
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