Manager - Service Support Management

Job highlights

• Periodically review process regulatory requirements ensure compliance . Review FTE requirements,shift plans capacity planning . Initiate,Execute Facilitate process improvement initiatives / projects .

• Integrate domain knowledge business understanding to create superior solutions for the client . Must clear at least one certification a year . People Management

• To serve as a member of the management of GSC own responsibility accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage engage team leaders associates

• Drive achieve productivity enhancements

• Own weekly/monthly management reports highlight relevant gaps /or concerns

• Oversee migration stabilization of new processes

• Periodically review process regulatory requirements ensure compliance

• Review FTE requirements, shift plans capacity planning

• Initiate, Execute Facilitate process improvement initiatives/projects

• Integrate domain knowledge business understanding to create superior solutions for the client

• Must clear at least one certification a year

People Management

• Conduct regular meetings with team leaders resolve concerns
• Conduct skip level meetings with team members resolve escalations
• Own rewards recognition schemes for assigned processes/teams
• Oversee LD trainings for self team leaders
• Oversee staff domain certifications
• Ensure completion of process certifications by all staff (Team leads associate ) within pre defined timelines
• Liaise with recruitment team for recruiting new team members
• Identify facilitate movements within the division for team leads

Customer Service SLA Delivery

• Drive on-time, accurate quality service delivery within agreed upon SLAs for assigned processes
• Manage client relationships and escalations
• Strategic Initiatives
• Explore opportunities to move processes to the GSC satellite office
• Participate in special projects/organization wide initiatives

Skills and Competenices

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn drive change
• Impact Influence

Qualifications

• Minimum six years of experience in the ITES sector
• Minimum 5 years of experience in a managerial role
• (Must have experience in managing a span over 30)
• Graduate from a recognized university relevant
• Relevant healthcare experience.
• Prior work experience in UK

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.