• Plan and manage the migration of new processes/services.• Enhance and strengthen local operational model by enforcement of workflows and Standard Operating Procedures.• Establish and ensure control procedures are in place for operational compliance to procedures, regulations, SLAs etc.• Ensure adherence to process, procedures, and policies from a day-to-day standpoint and people development.• Planning staffing changes outside of normal staffing requirements to manage absenteeism, holidays, and vacations.• Managing and driving quality initiatives across all functions in the project.• Proactive approach to problem solving, taking ownership of issues and having determination to follow things through.• Drive and support high performance culture within the team & reward. • Driving employee satisfaction, retention strategies to control un-desired attrition.• Monitor the performance of the associates, team leaders by ensuring adherence to various Quality Standards. • Assist with training and identify training needs within the team.• Agent productivity and team productivity analysis to optimize the productivity in the same work time.• Conducting weekly reviews on performance of individual Team members.