SENIOR LEAD - DELIVERY

Role Description Overview:

Mentor a group of employees to achieve assigned productivity and quality targets by motivating employees; work with cross functional teams effectively.

Responsibility Areas:

1. Monitor, identify and resolve performance/ behavior/ attendance issues using prescribed performance management techniques.
2. Monitor and take action on personnel and disciplinary issues.
3. Conduct performance appraisals annually along with Ops Manager
4. Review reports on a daily basis and provide constructive feedback.
5. Provide subject matter expertise to Quality Control Analysts in the team
6. Ensure training needs of subordinates are met
7. Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
8. Successfully complete all client related training and keep record of the same.
9. Resolve escalated customer issues and CAPA to be taken
10. Hold team briefings on a daily basis with the team.
11. Communicate all process and client changes to direct reports within specific timelines and keep record for such updates
12. Act as single point contact for the assigned team members for all their job related needs and create a harmonious work environment
13. Escalate performance related issues with respect to assigned team members to Operations managers on a timely manner (PIP)
14. Performs any other duty assigned by respective Operations Manager
15. Act as authorized person for sanctioning team members leave through ERP
16. Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization s policies and applicable compliance requirements.
17. Employee separations to be handled in-line with company policies
18. Strict adherence to the company policies and procedures.

Desired Profile

• Excellent Interpersonal, Communication, Team Management Skills
• Min of 4.5 Yrs of Professional and Relevant Experience & 2 Yrs of People Management Experience.
• Proven multi stakeholder management experience
• Strong Project Management experience
• Comfort in working in a changing and high growth environment.
• Comfort in working in a changing and high growth environment
• Client management / Relationship management.
• Coaching / Mentoring Expertise
• Coordination and communication between the support and business functions.
• Motivates employees to achieve peak productivity and performance.
• Create a participate work environment and thereby facilitate employee satisfaction