Your browser does not support javascript! Please enable it, otherwise web will not work for you.

TM / AM - Operations - FAI Salem @ First American

Home > Voice

 TM / AM - Operations - FAI Salem

Job Description


Purpose of this role: Engage and manage stakeholder interactions, meet SLA and service delivery on a day to day basis.


Stakeholder interaction:


Internal: CoE, Operations, support functions

External: 1). GPA - Project specific interactions with GPA, BSM, on-shore leads and supervisors, quality leads, automation leads and spocs.

2) Third party vendor interaction


Key Accountabilities:


Business Strategy/Planning:

I. Execute the given plan and track performance and report with reference to: forecast and reforecasting, resource planning and allocation at a sub-function team level

II. Engage with stakeholders on business process.


Business Operations:


I. Production metrics

- Analyze data, create corrective action plan and measure

- Communicate execution of plan to Process Leads on - Idle minutes/ wait time/ attendance/ training hours/ on hold time/ work minute utilization- time spent on files/ share reports with team members, correct tasking issues


II. Production Management (Capacity - Task Time, OT, Guest-in, Guest-out, Production Metrics, Single Seat, Complexity mapping, Product Mix, BP, Dismissals, fix IPA findings (Internal Process Audits))

- Accountable for pipeline management for the function (Provide directions in conjunction with the Process Leads) i.e., Plan and forecast by analyzing the aging report, identifying red-flags

- Accountable for daily capacity output of the team

- Create an action plan to implement the process improvement suggestions (VSM, CIE, etc.)


III. Quality


- Accountable to track and monitor operational deliverables (SLA) at a sub-function level

- Share control measures and course correction plan, revise/ create procedures

- Create action plan by checking the error type (top error category, identify causes, derive action plan based on people/ process/ automation) in conjunction with COE and Process Leads

- Accountable for execution of the action plan. Track progress and share update to CoE Project Manager during weekly governance meetings

- Accountable for Total Quality Management (TQM)

- Communicate with Onshore and cascade information with the process experts (frequency of connect is as decided by the individual teams)


IV. Review and provide directions to Team Member SME on corrective actions


V. Ensure and drive Process Improvement by:

- Proactively engaging with stakeholders to identify the process improvement opportunities. Provide inputs for improvement to N-2 based on stakeholder feedback

- Evaluate and identify process improvement ideas and proactively build an implementation/ action plan for solutions (with regards to productivity, quality and compliance)


VI. Risk and compliance- Ensure ISO policies are being adhered to for the Sub-function

Talent Management:

I. Review training plan and content with LE before execution of training

II. Retain and engage talent by executing the given plan

III. Take and provide inputs to PE on the analytics of early warning indicators (Quarterly)

IV. Manage and review performance based on given metrics.


Functional Knowledge:


- Business acumen: Title, Escrow, Underwriting, Origination

- Tools and methodologies: Know how to apply the given methodologies- Applications, MS office,

Mini-tab, QMS, agile, Six- sigma, PSP, DMAIC, CI, 6i, RACI

- Quality: FMEA, RCA

- Production metrics: Know the given terminologies, understand how to manage and measure the given terminologies- Completion, capacity, team performance, pipeline, utilization, task time, TAT.

- Analysis and reporting: Interpret data & report on efficiency and effectiveness.


Santhoshkumar M, HR- Talent Acquisition

Mobile No : 9841507***

Email: sm*******y@fi****m.com

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization

Contact Details:

Company: First American (India) Pvt Ltd
Address: No. 184, BBMP PID No.82-105-8/1,Ground to 7th Floo, r, Terrace,Aveda Meta Building,Old Madras Road,Ind, ira Nagar, BANGALORE, Karnataka, India
Location(s): Salem

+ View Contactajax loader


Keyskills:   Operations

 Job seems aged, it may have been expired!
 Fraud Alert to job seekers!

₹ 6,50,000 - 11,00,000 P.A

First American

First American (India) is a Global In-house Center (GIC) of the First American Financial Corporation (NYSE: FAF) family of companies. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India...