Assistant Manager

Job Description

Primary Responsibility

Transaction Monitoring to Improve Performance.

Manager team deliverables and client reviews

• Process performance - as per agreed KPIs (25%)
• Attrition (25%)
• Quality and productivity Improvement (20%)
• Customer Satisfaction. (10%)
• Level of subject matter expertise. (20%)

• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition
• SLA Management
• Performance Management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like ISO/COPC etc.
• Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy

Competencies & Skills

• 1. Knowledge of the function, process and systems.

1. Ability to use the desktop computer systems
2. Coaching and Feedback ability.
3. Clear written and verbal communication.

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

Qualification

Graduate with knowledge of Computer literacy (MS Office & Domain knowledge)-

15 Yrs of Education

Experience

Domain knowledge

1 to 3 Yrs

Minimum 1 - 2 Year of /Experience of Utilities process

Technical Skills

1. Basic IT, Comfortable with working on computers
2. Excel, Word, PowerPoint and other reporting tools
3. Excellent verbal and written communication skills
4. Demonstrates clarity in thought and word, is logical, persuasive and is open and encourages feedback.
5. Client Reporting (any client systems where client reports are generated / updated)
6. Ability to coordinate with the Client at the Process Owner level regularly to review progress of the process and improve Client Satisfaction.
7. Good networking capability and Client facing skills.
8. Is committed to proactively understanding customer needs and responding quickly with the best solution.
9. Inspires, guides and provides direction, feedback to team members.
10. Makes decisions efficiently and in a fair manner after evaluating possible options.
11. Demonstrates an openness in anticipating, driving change and influencing colleagues
12. Is sensitive to people's feelings, is mature in dealing with conflicts and contributes positively in a team..