Managing a team of 50 associates for ERC Responsible for training and coaching them on the new processdevelopment; hosting team meetings, huddles, providing real-time feedback.Conducting performance reviews on a regular basis to coach and develop specialists by creating action plans toimprove skills, knowledge and ability to deliver results and adhere to locally established disciplinary processes.Analyzing the overall performance of associates along with the POD leaders;… Show more Managing a team of 50 associates for ERC Responsible for training and coaching them on the new processdevelopment; hosting team meetings, huddles, providing real-time feedback.Conducting performance reviews on a regular basis to coach and develop specialists by creating action plans toimprove skills, knowledge and ability to deliver results and adhere to locally established disciplinary processes.Analyzing the overall performance of associates along with the POD leaders; Identifying Projects for continuousimprovement in the process.monitoring and driving improvements in project health KPIs, success KPIs.Review and track performance expectations including attendance, schedule adherence and performance inoperational metrics.Initiated internal case audits to minimize errors and identify coaching areas for associates.Holding team members accountable, removing roadblocks and closing gaps to facilitate individual and teamsuccess.Presenting team metrics in the MBR; preparing MIS on a periodic basis to senior management.Manages escalations providing root cause analysis and recommendations for mitigation.Working with internal team closely and keep them updated if there are communications forecasted on volumessuch as Timekeeping team, WFM, Quality team, HRBPs, etc. Show less

Prioritize and stimulate escalations with continuing product development (CPD) toensure visibility, traction and ultimate closureHandling CXO escalationCommunicate cross functionally with sustaining engineering, development, productmanagement, customer success team, and others teams