Oversee the team - organizes resources, sets goals, carries out strategy from executives & client.Ensure team achieves agreed standards in relation to their job assignment with high quality andcompliance.Motivate and encourage team members through positive communication and feedback. Conductmonthly one-o-one and liaise with different dept. to resolve employee concerns.Maintain employee & client satisfaction, conduct performance appraisal, attrition &… Show more Oversee the team - organizes resources, sets goals, carries out strategy from executives & client.Ensure team achieves agreed standards in relation to their job assignment with high quality andcompliance.Motivate and encourage team members through positive communication and feedback. Conductmonthly one-o-one and liaise with different dept. to resolve employee concerns.Maintain employee & client satisfaction, conduct performance appraisal, attrition & shrinkagemanagement.Prepare dashboards, take weekly & monthly calls with clients to understand the expectations andupdates.Support the Company's pursuit of high quality service to internal and external customers andenhance the overall customer experience with continuous process improvement.Conduct need analysis & process audits. Share feedback with relevant stakeholders. Coach &mentor Team/Tech Leads, QA and team members to ensure high standard performance. Show less

Providing functional leadership to the backend operations team, determines operational strategiesby conducting needs assessments, performance reviews, capacity planning, and cost/ benefitanalyses.Establishing technical specifications, productivity, quality, and customer-service standards;contributing information and analysis to organizational strategic plans and reviews.Create, mentor and lead an effective team of backend operations. Multi-stakeholder… Show more Providing functional leadership to the backend operations team, determines operational strategiesby conducting needs assessments, performance reviews, capacity planning, and cost/ benefitanalyses.Establishing technical specifications, productivity, quality, and customer-service standards;contributing information and analysis to organizational strategic plans and reviews.Create, mentor and lead an effective team of backend operations. Multi-stakeholder managementand working with external teams.Maintains and improves backend operations by monitoring system performance, identifying andresolving problems; preparing and executing action plans; managing system & processimprovementPrepares overall performance reports by collecting, analysing, and summarizing data andtrends.Single point contact for all data and qualitative insights Show less

Team Management – Workforce management, Staff Planning, Planning and Mentoring to achieve daily, weekly and monthly production targets and SLAs, MIS reporting, Drive process Improvements.Process Management – Forecasting, Direct Interaction with onshore counterparts regularly. Supervising E2E activities and bring Improvement in existing process, Real Time Management, Managing escalations.Quality Management – High customer experience, Quality Audit, Root Cause Analysis (RCA) on… Show more Team Management – Workforce management, Staff Planning, Planning and Mentoring to achieve daily, weekly and monthly production targets and SLAs, MIS reporting, Drive process Improvements.Process Management – Forecasting, Direct Interaction with onshore counterparts regularly. Supervising E2E activities and bring Improvement in existing process, Real Time Management, Managing escalations.Quality Management – High customer experience, Quality Audit, Root Cause Analysis (RCA) on Quality, complaint and breaches. Show less

Team Management – Planning and Mentoring to achieve daily, weekly and monthly production targets and SLAs. MIS reporting, Workflow and drive process Improvements.Process Management – Direct Interaction with onshore counterparts regularly. Supervising E2E activities and bring Improvement in existing process. Managing escalations.Quality Management – High customer experience, Quality Audit, RCA on Quality, complaint and breaches.