Senior Manager/Site Head - Ranchi/Jharkhand, India - iimjobs

    iimjobs
    iimjobs Ranchi/Jharkhand, India

    3 weeks ago

    Iimjobs background
    Full time
    Description

    Role and Responsibilities :

    • Ensure Operational SLA's and CTQ's are achieved or exceeded
    • Need to drive best in class customer experience for end clients
    • Identify opportunities and drive/mentor improvement projects
    • Execute efficiencies in the business through continuous improvement and productivity evaluation
    • Have monthly/fortnightly connects with relevant stakeholders and share updates
    • Identify Risks and Controls for critical and complex processes
    • Create and execute development and progression plans for critical resources


    • Have strong

    • Individual Development Plans for staff across levels
    • Drive People engagement, ensure retention and positive feedback through employee engagement survey
    • Implement and execute Reward &Recognition program across teams
    • Should act as a Change ambassador to help staff adapt organizational and business changes
    • Ensure processes are being run in accordance with Compliance and Audit requirements
    • Participate in execution of Business Continuity Plan for the site
    • Self and team goals to reflect organization level goals and chart a plan to achieve them
    • Encourage gender diversity across teams (65:35)
    • Yearlong sustainable planning for the span ensuring business and people growth
    • Finding opportunities to grow current business and identify new prospects across work streams
    • Creating Monthly/Quarterly dashboards for leadership and onshore review

    Educational Qualification and Eligibility :

    • 10 (min)15 (max) years of overall experience
    • Minimum 12 months experience in a similar kind of role
    • Should not be under any disciplinary plan or criminal track record

    Skill sets :

    • People Management
    • Stakeholder and Client management
    • Driving Customer Experience
    • Preferable knowledge of US HR outsourcing domain knowledge like Defined Benefits/Defined Contributions/Health Benefits/Retirements/Pensions
    • Reporting and Presentation skills with good working knowledge of MS Office
    • Flexibility to work across US shifts
    • Experience in transitioning work from onshore
    • Knowledge on Quality tools like Six Sigma, Lean and Kaizen are good to have
    • Knowhow of basic quality tools like FMEA, VSM, effective RCAs, AHT baselining

    Competencies :

    • Excellent Customer and Client Focus
    • Strong People Orientation
    • Operations Management
    • Result Orientation
    • Good Communication