About the role
PROFILE SUMMARY
- This could be lateral for SPM or for promotion of PM to SPM position after 6 months excellent performance.
- Usual eClerx conditions for tenure.
- Only for employees currently employed in TSX or AM programs at any eClerx location in India.
- Possess a valid Indian passport or be able to get passport in less than 2 weeks, if selected.
- Manage large teams including Process Managers, APMs, Team Leaders, and Analysts.
- Own and deliver on SLAs, KPIs, and business performance targets.
- Drive customer experience improvements and enhance outcomes.
- Analyze performance data and provide insights to optimize operations.
- Ensure effective workforce planning, capacity management, and cost optimization.
- Monitor and improve team engagement, retention, and leadership development.
- Perform Bottom Quartile Management.
- Hold periodic meetings, discuss task delegation and review issues.
- Conduct team huddles and meetings to discuss operational updates.
- Build team spirit through group sessions, activities, and projects.
- Advocate and follow organizational policies and procedures.
- Ensure all client deliverables met within timelines.
- Ensure productivity/quality enhancement and process meet all metrics.