FUNCTIONAL: Ensure (SLAs) for the process is met.Identify causes for non-achievement of SLAs, develop solutions and execute the same.Ensure revenue targets are achieved.Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes.Conduct dip checks of parameters that impact performance to ensure data integrityConduct periodical reviews with team managers and open house with the entire floor to be updated on all floor issues / concerns.Monitor compliance adherence through timely audits, generating awareness on the floor etc.Participate in client / internal review calls and handles escalations.TEAM MANAGEMENT:Manage performance of individual teams through performance managementResponsible for attrition management and arranging for backfills on a timely basisWork closely with HR to ensure high employee morale and retention initiativesConduct skip level meetings at regular intervals to address concerns, if anyResponsible for staff performance, compensation and rewards & recognition programsSet KRAs for the team managers, team leaders and ensure KRAs are aligned to client SLAs and overall organizational goalsCoach and mentor sub-ordinatesMonitor employee count for full time attendanceCLIENT SPECIFIC / ORIENTED:Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practicesUnderstand client’s processes and suggest modes of value additionProvide reports on the process metrics and employee performance to the Top ManagementConduct regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are metResponsible for budget management & cost control measuresConduct forecasting of business trends.

Managing Chargeback operation for one of top credit card network in India from last 4.5 years.

For Inbound Telecom process