Requirements:

• SLA Process compliance, Resource Planning, Business process improvement
• Knowledge of operation management
• Driving Daily/Weekly/Monthly Governance calls with client.
• Prepare/review the process definition & documentation for the specific process within purview to enable manager to finalize the TO BE Process
• Co-Ordinates and conduct training for the team in order to ensure right skilling
• Monitors/ ensures process compliance and periodically updates SOP changes as required as part of the quality plan in order to ensure adherence to process steps
• Resolves escalations from the process owners in order to ensure strong customer relationships
• Provide feedback on error transaction and conducts RCA with help of quality SPOC
• Self-starter, having a proactive approach in terms of process improvement, identifying risks and engaging client.
• Ability to handle multiple tasks and adherence to on time delivery.
• Understand the contractual requirement for the process and deliver the same.
• Sound decision-making
• Excellent written and verbal communication skills
• Good attention to detail