Detalii loc de munca
The client is a leader in the globalization of services and technology and a pioneer in managing business processes for companies around the world. The Company combines process expertise, information technology and analytical capabilities with operational insight and experience in diverse industries to provide a wide range of services using its global delivery platform. The client provides a wide range of services, including Finance & Accounting, Collections and Customer Service, Insurance, Supply Chain & Procurement, Analytics, Enterprise Application, IT Infrastructure and Management. Our goal is to help our clients improve the ways in which they do business by continuously improving their business processes through Six Sigma and Lean principles and by the innovative use of technology. As a service provider, we strive to be a seamless extension of our clients' operations. The client manages complex processes in multiple geographic regions, delivering its services from a global network of more than 35 operations centers in 12 countries. Our global delivery centers are located in India, China, Guatemala, Hungary, Mexico, Morocco, the Philippines, Poland, the Netherlands, Romania, Spain, and the United States. We have a unique heritage. We built our business by meeting the demands of the leaders of the General Electric Company (GE) to increase the productivity of their businesses. We began in 1997 as the India-based business process services operation of GE Capital. Our leadership team, processes and culture have been deeply influenced by our eight years as a captive operation of GE. Many elements of GE's success-the rigorous use of metrics and analytics, the relentless focus on improvement, a strong emphasis on the client and innovative human resources practices-are the foundations of our business. We became an independent company in 2005 and, since then, we have grown rapidly, continued to expand our range of services and diversified our client base. Process: -Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks -Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies -Owning implementation and delivery of Operational Excellence Framework including Visual Management System -Utilize capacity management tools to rightly schedule resources to meet demand for operations -Ensure the team’s have all operational resources, for example but not limited to IT, Facility, Training, etc. -Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool -Create reporting both for client and The client management for Operations review -Identify recurrent problems/issues in Operations and resolve Client: - Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction, - Escalation tracking and resolution for client issues - Be part of the client organization to drive improvement projects - Own and hold periodic reviews with clients on Operational performance - Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy People: - People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives - Being part of people initiatives organized by HR team and owning delivering on the same. - Monthly, Quarterly and Yearly Individual Performance discussions and appraisal - Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members - Owning and facilitating team meetings daily for better process performance and enhancement - Conflict Management and resolving issues not only within team, but also inter-team and cross functional - Maintain discipline and positive behavior / environment in the team - Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc. - Own organization of motivational programs for team members - Participating in selection of new team members or hires within The client - Ensuring Learning Path for all team members is completed within deadlines Profitability: - Input and maintain data in all HR and Finance related tools to ensure right billing - Drive productivity improvements within operations - Farm new opportunities for revenue enhancement or cost reduction
Requirements: • 2+ yrs of experience in team handling for General Ledger projects in BPO/Call Center/Shared Services industry. • People Management – Coaching and Mentoring skills • Project Management skills with skills on time and budget control, • Communication and presentation skills, • Change Management skills, • Analytical skills with attention to details • Excellent PC skills (MS Products specifically) • Relevant industry experience for the position applied, eg: IT, F&A, Procurement, SCM, Call Center, etc. • Role would require leading teams of Process Associates and Sr. Process Associates to ensure best in class shared service support to our global clientele in any one of the domains: IT/F&A/Customer Service/Procurement/Insurance. • It would involve keeping the team energized and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics.