Greetings from Williams Lea Tag!
Looking for candidates with excellent PowerPoint presentations experience and responsible for
customer relationship, team management and shift management in the respective shifts for the respective process.
Customer Satisfaction:
- Communication with team / Onsite / Client to be meticulous and flawless
- Ability to provide suggestions on layout, design to the team members and clients
- Attend escalations from clients and provide resolution in timely fashion
- Ensure all Client/Process/People challenges are communicated with the Associate/Operations Manager in a timely manner and solutions arrived at
- Efficient management of feedback received from end users within 24 working hours / Service Recovery Reports (SRR) ownership for escalations that involve client impact
- Participate in all team meetings, and team leader meetings with On-site team
Revenue & Cost Management:
- Unplanned absence to be curtailed and all targets for work hours per month are met by way of constant monitor of unplanned absence for all team members
- Efficient management of team utilization
Operations / KPI:
- All client SLA s and performance metrics to be met / exceeded
- Performance monitoring of the assigned team members
- Initiatives to bring up the performance curves of poor performers
- IT & Compliance checks (periodic checks and reporting)
- Ensure 100% compliance for all team members on all client branding and norms
- Ensure that BCM plan is adequately reinstated and the team being proficient
- Suggest improvements under process / client / people / finance regularly
- Seek, drive and implement initiatives and innovative ideas from individual team members
- Manage technology support and pain areas in consultation with WL and client tech teams
Employee Satisfaction:
- Timely recognition of performance of the team by way of rewards
- All employee surveys are proving fruitful and help managers attain a high satisfaction score
- Efforts to be taken to maintain the voluntary attrition below the organization targets
- Arrive at strong engagement initiatives under to improve team bonding
Mentoring and Coaching:
- Have a clear succession plan ready for all assigned team members, and conduct training sessions
- Work with Training Manager to create a personal development plan for all assigned team members
- Demonstrates ability to give positive and negative feedback constructively
Leadership Skills:
- Identify areas of training and self-development and charting one's own improvement areas
- Receptivity to feedback on personal improvement areas
Administrative Duties:
- Ensure all MI reports as requested by senior managers and clients are delivered error free
- Preparation of reports for clients / internal stakeholders (performance, payroll, reviews, investigation etc.)
- Ad-hoc requirements from senior managers and clients are managed and delivered
- Production planning and efficient shift loading by ways of planning shift roster
Hours of Work:
Job Qualification:
Required Candidate profile
Suitable candidates with very good PowerPoint presentations experience can send their resume to ma*******l@***.com for further discussion.
Keyskills: Client Management Team Management Shift Management Performance Management Power Point Presentation
Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.From our humble beginnings as a print shop in London, to our position today as a global outsourcing leader, our business is built on a strong heritage...