Deputy Manager - Operations

As a DM of the process need to ensure that agents are meeting their productivity and quality. Appropriate coaching and feedback to be given Leave request to be approved and roster to be released ensuring client clearance expectation is met. Monitor and track work allocation reviewing and addressing pendency SLA and TAT adherence. Manage client relationships and ensure effective query resolution. Oversee hiring and staffing to maintain optimal workforce levels in line with projections. Ensure compliance with InfoSec contractual metrics and exception approvals. Manage communication and escalations for onshore SLA managers direct reportees. Proactively identify risks and red-flag potential issues that could impact deliverables. Drive special projects focused on productivity improvement business continuity planning (BCP) and cross-utilization within sub-processes Operation and Quality Deliverables Track review and manage work allocation ensuring minimal pendency and timely reallocation to meet SLA and TAT commitments Maintain effective client communication and relationship management to ensure seamless process execution and service delivery. Address and resolve operational queries while proactively managing roadblocks that may impact associates working from home or office. Ensure efficient planning work allocation and adherence to SLAs. Resolve operational challenges affecting efficiency and client satisfaction. Ensure compliance with contractual and operational metrics. Identify and escalate IT issues keeping stakeholders and management informed while maintaining a downtime log with relevant incident numbers. Ensure optimal staffing levels based on business projections and workforce planning needs. Drive continuous improvement initiatives in workforce management Serve as a key point of contact for escalation management ensuring efficient communication with onshore SLA managers and direct reports. Lead productivity enhancement initiatives at both the process and agent levels implement Business Continuity Planning (BCP) and drive cross-utilization within sub-processes. WNS & BA Compliance Completion of WNS training within 1 month of onboarding. Completion of all BA mandatory trainings within 7 days from the date of joining. Oversee attendance leave regularization schedule adherence and team communications ensuring compliance with company policies and procedures. Conduct one-on-one meetings and facilitate necessary training or coaching sessions. Ensure timely and accurate internal and client reporting for process transparency Ensure adherence to InfoSec policies contractual metrics and exception approval processes. SKILLS AND KNOWLEDGE Computer Literate Graduate. Minimum 3-4 years of relevant work experience preferred. Advanced ISO Awareness training. Strong analytical skills with a quick learning ability. Attention to detail and problem-solving skills. Methodical structured and organized approach to work. Customer service orientation. Excellent communication and presentation skills. Strong sense of responsibility and accountability. Understanding of operational processes and workforce management. Proficiency in MS Office. Effective team player with the ability to manage stress and multitask.

Qualifications :

Graduate

Remote Work :

No

Employment Type :

Full-time