Deputy General Manager

About this role

• Education:
• Minimum Bachelor’s degree or equivalent practical experience Required
  
  

• Deliver on financial goals for the business.
• Prepare and report process performance metrics to stakeholders.
• Participate in management discussions (Governance discussion, Management forums with customer).
• Identify key cost drivers and ensure they are optimized.
• Proactively identify opportunities for additional business with customer.
• Identify opportunities for growth & deliver on growth commitments (number of people).
• Anticipate & plan for new business & get involved in hiring.
• Share value addition and best practices across teams.
• Adopt best practices from other processes/ verticals etc.
• Projects enhancement for Revenue growth.
• Revenue Forecasting.
• Contract Agreement.
  
  

• Once an year mandatory accreditation for all the associates
• Track timely updation of SOPs.
• Track & maitain Knowlede Management metrics.
  
  

• Manage customer relationships through regular communication with clients through weekly/ monthly reviews
• Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
• Attend customer calls and meetings, proactively flag issues and prevent surprises.
• Manage and resolve escalations and issues raised by customers.
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
• Analyze customer feedback at desired intervals and initiate ways to improve the score.
  
  

• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms
• Initiate and deliver on process improvement projects to improve process efficiencies.
• Driving Forums on Thought sharing for project improvement.
• Whitepaper Writing.
• Automation Opportunity.
  
  

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines
• Ensure proper documentation and knowledge transfer as per project plan and schedule.
• Work with support functions to enable infrastructure support to team and ensure zero downtime.
• Prepare for infrastructure and other growth related requirements.
• Ensure resource utilization and scheduling of end to end work.
• Plan for resources based on volume projection and current available head count and allocate responsibilities.
• Effective forward planning in terms of process delivery, people & client engagement.
• Drive a culture of proactive risk identification within the process.
  
  

• Provide guidance and mentorship to team
• Drive knowledge management and continuous up skilling of the team.
• Conduct performance appraisals for team members.
• Manage attrition through skip level meetings, planning interventions, engagement calendars.
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Deliver communication received from senior management to the team members though town halls, team meetings.
• Leadership assimilation.
  
  

• MS Excel
• MS Word
• Customer Service