Responsibilities:o Automation opportunity identification via process studyo Data analytics, Process Mapping & Identifying NVAso Identifying relevant Tech solutionso Liaison with Client and Internal stakeholders for the deployment of recommended solutionso Supporting Tech Infused deploymentso Compute hard and soft savings (Cost, FTE, etc.)o Benefit realization (Internal / Client) o Driving continuous improvement initiativeso Responsible for driving client VOCo Identifications of key projects from ideas generated (VOC to CTQ)o E2E mentorship support at all phases in LSS Projectso Extensive support in statistical data analytics using Minitab

Responsibilities:o Communicate program results on a regular basis throughout the organizationo Hold kick-off/ launch meetings/projects with stakeholders from different departmentso Analyze results and make recommendations to the cliento Perform touch-base calls with client contacts as a measure towards superior client satisfaction o Serve as a point of contact for client concernso Prepare invoices and supporting documentation and ensure compliance with contracto Key metric ownership for our clients o Cross-Country partnership with key internal resource unitso Attend all Ops meeting (weekly) to serve as a key representative from client services to ensure client needs are balanced with internal needso Prepare client presentations for MBRs, QBRs, Executive visits and other key client meetings as neededo Ensure site preparation is complete and all arrangements are made for all client visits including their travel arrangements

Responsibilities:o Responsible for spearheading team for excelling in business targets & service delivery metrics o Implementing short/ long-term plans for achievement of process objectiveso Consistently adding value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the customero Assisting team leaders in carrying out monthly analysis of the teams on the basis of call monitoring and on the basis of improvements needed in individual performance o Evaluate and analyze current work methods to foster continuous improvemento Conduct meetings and presentations for sharing information o Reporting to the DPE on a daily basis about day-to-day achievements and drawbacks and outlining areas of further improvement and suggestive action plans so as to enhance business performanceo Core role also involves working on Client management, Annual performance appraisals; Leave planning, attrition management, Availability and absenteeism forecast and managemento Consistently deliver results that directly impact business successo New Hire Managemento Screening and hiring candidates for the Customer Care Officer role.o Concentrate on Career path and development of the team leaders.o Leveraging relationships with internal/External customers to drive business growtho Conduct performance evaluations, plan incentive actions, recommend promotions and provide leadership towards resolving employee problemso Provide career development training for subordinateso Completing Mid-Year and Annual performance evaluations & appraisals for Team Leaders