Manager

Manage a team of over 50 members, including 5 Team Leads, overseeing recruitment efforts in collaboration with HR, interviewing, and selecting candidates for the Follow the Customer (FTC) program and other strategic initiatives.

Coordinate with the global MID team and stakeholders to organize and evaluate training sessions for new hires.

Ensure optimal resource utilization and capacity management to support the 24/5 global operating model.

Focus on talent development within the team, helping team members build relevant skills and competencies.

Plan and execute cross-training initiatives to support critical processes, ensuring SLAs and client deliverables are consistently met.

Ensure the team has access to all necessary resources and tools for optimal performance.

Act as the primary point of contact for team queries and concerns.

Monitor team performance metrics, ensuring alignment with goals and OKRs.

Track, measure, and report daily, monthly, and quarterly metrics to stakeholders.

Provide coaching, mentorship, and targeted training to Team Leads based on individual and process needs.

Identify opportunities for process improvement and automation, encouraging teams to contribute ideas.

Set and review goals and priorities for the team in consultation with stakeholders, ensuring performance standards are met or exceeded.

Manage leave requests and staffing requirements to maintain business continuity.

Foster a positive team morale by recognizing and rewarding achievements.

Conduct regular performance reviews and support career development for team members and Team Leads.

Hold sessions with the team to communicate organizational updates, procedural changes, and other important information.

Address any questions, issues, or recommendations regarding processes, workflows, technology, and team morale.

Collaborate with the Technology and project teams to review, prioritize, and track progress on automation and Machine Learning (ML) initiatives.