Accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the client & company.Responsibilities• Monitors client operations dashboard measures to proactively manage client-level impact.• Maintain and improve the overall quality of service delivery• Identifies plans & manages process improvement projects to create year over year efficiencies in operational workloads.• Management of team… Show more Accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the client & company.Responsibilities• Monitors client operations dashboard measures to proactively manage client-level impact.• Maintain and improve the overall quality of service delivery• Identifies plans & manages process improvement projects to create year over year efficiencies in operational workloads.• Management of team productivity• Resource planning (Workload allocation, processing calendars)• Daily performance monitoring• Monitor process documentation (SOPs/Operating Instructions)• Implement operational improvements• Tracks & improves capacity and utilization of associates.• Conduct knowledge enhancement sessions• Communicate effectively with internal team/client/third parties• Identify system and procedural defects.Report system defects to LSA via defect submission process and collaborates with LSA to mitigate participant damage/risk.• Reviews and sign off on escalated employees deliverables (e.g. data quality checks, client responses.• Identify, analyze and resolve defects, differentiating between system, participant, and documentation issues• Troubleshoot and resolve workflows and edits independently, identify trends and assess impact, escalate to BSM when appropriate• Estimate complexity and required effort (hours) to complete assigned work activities and prioritize work load appropriately.• Provides coaching & development of associates and creates a culture of continuous improvement within client level operations.• Develops and delivers client specific operational training; monitors associates ongoing adherence to standard operating procedures to ensure high quality. Show less

This role covers operational excellence, project management.Identify potential production defects and submit via defect submission process.Provides coaching & development of associates and creates a culture of continuous improvement within client level operations.Deciding the TAT for a Adhoc project.

This role is more into learning and understanding how the payroll & retirement business works.

• Providing First Call Resolution to Citibank Credit Card customers when they call in with a Query or with an issue.• Correction of time keeping system.• Performance Analysis, which included• Sharing daily performance stats with the teamCoaching, counseling and feedback to new team members.• Selling Citibank products to the customer on same call after their issue was resolved.• SLA Management –• Meeting the CSAT targets.• Maintaining the required level of… Show more • Providing First Call Resolution to Citibank Credit Card customers when they call in with a Query or with an issue.• Correction of time keeping system.• Performance Analysis, which included• Sharing daily performance stats with the teamCoaching, counseling and feedback to new team members.• Selling Citibank products to the customer on same call after their issue was resolved.• SLA Management –• Meeting the CSAT targets.• Maintaining the required level of AHT.• Handling escalated calls. Monitoring and provide feedback to new team members on a regular basis to make sure that the team knows current business status and updates. Show less