Job Description:Positions reporting directly t: Team Managers Primary purpose of the position: To lead the process into operational growth through maximization of revenue, profitability and resource utilization through managing Process, People, Metrics & amp amp Client relationships. Essential duties / responsibilities of the position: Process / Client Related: - Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client - Identifies causes for non-achievement of SLAs, develop solutions and execute the same - Reviews and analyzes performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations - Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc. - Develops strategic & amp amp tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices - Attends daily huddle with team managers to be updated on all floor issues /concerns - Conducts dip checks of parameters that impact performance to ensure data integrity - Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions. - Monitors compliance adherence through timely audits, generating awareness on the floor etc. - Understands client' s processes and suggest modes of value addition - Participates in client / internal review calls and handles escalations Team Related: - Cross Site Management and willingness to travel to other operational sites - Manages performance of individual teams through performance management, career planning strategies and sharing of best practices - Responsible for attrition management and arranging for backfills on a timely basis - Works closely with HR to ensure high employee morale and retention initiatives - Conducts skip level meetings at regular intervals to address concerns, if any - Responsible for staff performance, compensation and rewards & amp amp recognition programs - Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals - Coaches and mentors sub-ordinates - Monitors employee count for full time attendance Occasional / Other duties of the position: Other tasks: - Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement Ensures adherence to norms specified by COPC certification and BS7799 specifications - Provides reports on the process metrics and employee performance to the Top Management - Conducts regular meetings with the support teams namely, Transition/Projects & amp amp Technology to ensure that the internal SLAs are met - Responsible for budget management & amp amp cost control measures - Manages various trainings namely, V& amp amp A, Process, Up skill and Refreshers - Conducts forecasting of business flow.