About the role
Job Description
• Need to manage the end to end OTC operations.• 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 of handling all level escalations• Hiring of new resources• 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 DPMs and FMEAs
Qualifications
Work Experience 7 - 10 years of experience in end to end OTC Commerce Graduates preferred Excellent Knowledge of MS office (Excel, Word, and Power point)• Excellent written & verbal communication skills• Client interaction skill• Ability to work under pressure• Good Team Player • Multi-tasking• Target oriented• People oriented• Audit methodology• Time management• Motivate self & others