Roles and Responsibilities
Responsible for service delivery of the areas assigned
Responsible for alignment of processes within the Domain.
Strategic planning and growth of the Domain.
Act as a focal between the Local Management and the Business Partners.
Ensure that the process of MORs within the assigned areas are conducted on a monthly basis and take corrective action as and when required.
Ensure that the VOC are rolled out for each of the processes within the Domain and do a root cause analysis for the dis-satisfiers.
Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
Lead a high performing team of region to the next level by further developing and implementing recruitment, training, and retention strategies and programs
Drives culture towards process dependency against People dependency
Attracts, motivates and retains highly qualified individuals who are committed to delivering client and business results
Promotes an atmosphere in which frequent, constructive coaching and feedback is the norm; personally and publicly encourages excellence in coaching and feedback
Performance management of team. Set goals for the team and conduct regular reviews and provide feedback
Primary Appraiser for Direct Reports
Secondary Appraiser for the Team Managers along with the Unit Managers who are the Primary Appraisers.
Ensuring right and adequate rewards and recognition reaches high performers in the team as well as provide excellent working atmosphere for both personal and career growth for the team
Responsible for training needs identification of team and working with KM team to ensure that individual team members soft skill, technical skills and Certification needs are addressed and tracked
Responsible for maintaining high employee satisfaction and employee morale.
Stake holder / Customer Management
Conduct regular operations review meetings with various stake holders
Work with the transitions and project management teams in ensuring specific task based implementations are accomplished as per the project plan.
Manages special projects required or need to support ongoing delivery
Essential Requirements of the Role
Operations and Transition Experience
Strong People management skills
Strong organizational and follow-up skills and the ability to multitask effectively in a high complex environment.
Strategic thinking and business oriented mindset.
Excellent Communication skills (verbal & written)
Good understanding of GAAP and Accounting processes
Ability to relate with people at all levels
Highly customer-oriented with the drive to go the extra mile.
Proactive, ability to use own initiative and take lead to devise creative solutions
Flexibility to work shifts & exposure to Global Customers