Job Description

TCS is hiring for Delivery Manger!!!



JOB PURPOSE
To lead team in consistently delivering the Service Delivery KPI(s) & Productivity Targets in line with operating processes. While doing so ensure the team functions in a collaborative manner and every individual is trained, motivated and supported to perform well.



KEY AREAS OF RESPONSIBILITY -include but are not limited to the following.



1. Deliver Superior Customer Experience
The emphasis for the DM role is in ensuring that the team is delivering the KPI(s) as agreed and set by the Site Lead.
Ensure that the team delivers the SMART objectives & KPIs (Productivity, Timeliness, Data Quality) set up for their team and individual members Ensure that the team understands the KPI(s) and expectations of their roles Ensure speedy and satisfactory response to customer's problems Along with the Team Manager, ensure that requisite resources in terms of system / work stations / infrastructure is available Regularly Monitoring achievement of results (Data quality and productivity) and ensuring targets are met through appropriate decision / actions / escalations/troubleshooting
oCreate and submit requisite reports - as per set guidelines in time o Meet/Exceed Customer Satisfaction



2. Inspired People and Team
Planning Resource / Staff Administration in a manner that ensures optimum utilization of resources - this would include roster, shift planning, leave planning, attendance, holiday planning, overtime ensure back ups are identified to take care of unforeseen absence etc Ensure staff is adequately trained to perform the tasks assigned to them. Monitor individual performance and providing timely /specific feedback to individuals in a constructive manner. Ensure that staff training is a continuous process with emphasis on ongoing development. Conduct performance appraisals of team members in line with set guidelines Ensure team members work in a collaborative manner & make conscious efforts for improvement in team performance Support/Coach / Encourage and motivate team members for better performance Identifies and develops high potential staff as a back up & succession planning Conduct team meetings for sharing information, reviewing team progress on deliverables / projects etc. Ensure this forum is utilized for two way communication and team member get an opportunity to express their concerns / ideas etc. Ensure staff are engaged and motivated - identify / address concerns if any through conscious /visible actions.




3. New Migrations/Organization Changes
Work closely with Manager to ensure process migrations/ organization changes are properly planned and communicated to staff Ensure successful implementation of migrations / changes as per plan / guidelines/frameworks provided Meet/Exceed new migration targets/expectations


4. Continuous improvement and low cost provider
Identify areas for improvement in service delivery (cost /data quality / productivity / customer requirements) based on customer feedback /proactive analysis of operational efficiency /effectiveness.
oPropose improvement projects with supporting data, benefits and time / cost involvement o Plan and implement signed off projects and report progress / actual benefits.



5. Uphold Company Image
Ensure Company vision, values & ethics are upheld within team at all times through professional behavior / by being a role model for the team


CHALLENGE OF THE JOB/ PROBLEM SOLVING
The job requires conscious focus/efforts on the following
Staff Engagement & motivation Change management Staff Training Improvement in team performance /productivity/ data quality- through continuous feedback Timely Resolution / troubleshooting of day to day issues (related to /system/infrastructure/workstations availability) Consistent Service Delivery Continuous Process improvement Timely and accurate reporting as per guidelines Staff Administration in line with company policies & procedures (attendance/ leave/ overtime etc)
CONTACTS WITH OTHERS
Internal
Employees within Location Support Functions Other Shared service centres
External
Assigned Business partners of Shared Service Centre Location (as applicable) Front office teams




KNOWLEDGE & QUALIFICATIONS

Graduate in Commerce / Science discipline. Preferred degree /Diploma in Exports/Imports Management Good knowledge of MS - Office Knowledge of Shipping / Logistics is a must 5 to 7 years of experience in BPO / Back office /process environment preferred




SOFT SKILLS
Customer Service orientation and empathic listening. Good analytical & problem solving skills Self Starter and can work independently Effective communication (verbal & written) Strong Interpersonal skills Ability to work diligently under pressure Presentation skills Time Management Pro-active Good command of English Language Initiative and drive Convergent / Divergent Thinking skills Ability to lead and manage resources




LEARNING DESCRIPTIONS
The learning for the team leader role would be as follows.
Learning how to manage service, people, cost, projects, process delivery, process migration, organizational changes and customers Learning Reporting skills Leadership / facilitation skills / conflict management / team building skills Be aware of HR aspects of people management especially performance management To know about more processes and pursue improvement drives.

Location

Pune

Job Function

BUSINESS PROCESS SERVICES

Role

Executive Assistant

Job Id

377694

Desired Skills

Travelportal
Desired Candidate Profile

Qualifications

: BACHELOR OF COMMERCE