Job Description

Eligibility : All CL/Grade 10 (Operations CRM International/Domestic & Industry vertical domestic - Insurance, Banking & Healthcare accounts) employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical and have a Stacks score 3 and above or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the tool - EBucks) or last two Performance Rating Criteria 3 and above(Combination of Exceptional, Exceeding, Meeting). All CL/Grade 10 (Operations Industry Vertical International - Insurance, Banking & Healthcare accounts) employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical and have a Stacks score of 1 and above or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis Stacks updated on the tool - EBucks) or last two Performance Rating Criteria 3 and above(Combination of Exceptional, Exceeding, Meeting) All CL/Grade 10 (Support) employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical with last 2 annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting) All CL/Grade 9A employees who have spent 12 months in the current CL/Grade and 12 months in current process/ function. Key Responsibility : Meet and exceed Client Metrics: External & Internal Operations / Quality Metrics to be consistently Green Strengthen Operations management processes/framework to improve delivery Drive effective meetings with tangible Action planning and subsequent issue closures Monitor WPMS & associated equipment\'s proactively using Tools provided to ensure high levels of efficiency Understand and drive metrics improvement Develop team members provide necessary support and guidance and nominate them for OD trainings as per their upskilling requirements Accurately capture the reporting needs of the client and set up processes to seamlessly meet client\'s expectation Work collaboratively with other departments / peers / Superiors Drive Innovation, Automation & Process Improvement Initiatives in the team and the process. Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with the client.

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