General Manager

Qualification :

Post Graduate (preferably MBA)

Responsibility :

Business / Customer :

-

• Manage Service Level Agreements / metrics as decided with the client.

• Deliver on Financial goals for the business – Customer Profitability.

• Certify controls laid down by the business to ensure successful audit by client and external party.

• Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.

• Manage customer relationships through regular communication with clients.

• Manage and resolve escalations and issues raised by customers.

• Prepare and report process performance metrics to stakeholders.

• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.

• Analyze customer feedback at desired intervals and initiate ways to improve the score.

• Proactively identify opportunities for additional business with customer.

• Participate in management discussions (Governance discussion, Management forums with customer).

• Effective forward planning in terms of process delivery, people & client engagement.

• Identify & Optimize key cost drivers.

• Identify opportunities for Growth.

Project / Process :

:

• Sponsor/Champion process improvement projects to improve process efficiencies.

• Work with support functions to enable infrastructure support to team and ensure zero downtime.

• Resource utilization and scheduling of end to end work.

• Prepare for infrastructure and other growth related requirements while working with the PMO team.

• Review documentation and knowledge transfer as per the project plan.

• Drive knowledge management and continuous up skilling of the team.

• Plan for resources based on volume projection and current available head count and allocate responsibilities.

• Adopt best practices from other processes/ verticals etc.

• Share value addition and best practices across teams.

People / Team :

:

• Guide and coach the team.

• Facilitate knowledge sharing and capture within and across teams.

• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.

• Conduct 101s to gauge the pulse of the team members (TLs and above).

• Conduct performance appraisals for team members– provide input into the learning and career plans for team members.

• Identify critical/high potential resources and chart career path/growth plan.

• Manage attrition through skip level meetings, planning interventions, engagement calendars.

• Deliver communication received from senior management to the team members though town halls, team meetings.

• Participate in organizational initiatives such as recruitment drives, training programs etc.

• Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML).

Must Have Skills

• Speaking English