Senior Group Leader

PRINCIPAL RESPONSIBLITIES:

As an MLM or Senior GL you are responsible for managing day to day operations for the aligned queues/ process. The primary focus is on meeting 100% productivity and quality SLAs requirement. You support SDL in ensuring zero loss of delivery due to delivery issues and ensure Time on Floor & adherence to floor policies by team members (floor governance)

In voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 84+)

In non-voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 56+)

– Responsible for managing team of Production Specialist and FLMs reporting directly to them

– Drive performance for his team and ensure that all client metrics are met as per the SLA

– Support service delivery teams – onsite/offsite client location – in process stabilization

– Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable

– Service Delivery efficiency, Knowledge Management

– Process standardization in the account or the LOB Domain that he/she is aligned to

– Key driver for achievement of revenue and margins- internal & external reporting

– Coach and counsel, the FLM’s/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement

– Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues

CRITICAL SKILLS REQUIRED:

Must Have:

– Operating procedures

– Service Levels

– Process metrics

– Coaching Skills

– Eye for detail

– People Management and Performance Management

– Analytical Reasoning

– MIS awareness

– Escalation guidelines

– Regulatory requirements

– Proficient with MS Office (Word, Excel, PowerPoint)

Behavioural Skills and Attributes:

– Has the ability to filter, prioritize, analyse and validate potentially complex and dynamic problem

– High analytical skills

– Lean Certification or Six Sigma certification would be added advantage, but not mandatory

– May or should have information on internet or social networking products or services

– Good communications skills and written skills

– Excellent knowledge of Service Delivery in a voice/semi voice process

– Well versed with Microsoft applications, specially excel and power point

– The job will require fairly high amount of work in shift environment as per requirement