Group Manager - Transactional Quality - AR

Brief Job Description:

Need to manage the end to end Quality for all the domains of the account Front leading all Client meetings Metrics & performance review with all stakeholders on periodic basis

Need to work on Process reengineering Monitoring & reviewing the activities to ensure SLAs are met Team & performance management

Taking appraisal of the team Managing supervisory team of Assistant Managers & Lead associates

To ensure all the action plans completed on time with accuracy To manage Client expectations Capable to handle all level escalations Drive Lean Six Sigma Projects Maintain all the quality related documents (QSD, QMS, Audit, CCRP, etc.)

Key Accountabilities:

Manage the team & responsible for performance reviews Completely responsible for all the deliveries of the process & team To be a face of management in front of client

To manage all internal issues related to infrastructure, technology, people, etc

Resource & infrastructure optimization Hiring & training new resources To work on RAG tracker & flag the EWIs

Handling all level escalations independently

Meet the customer expectations Need to prepare various presentations required for different forums

Identify the process gaps & share with client to fix it Review & sign off all the quality documents