Job Description

Job Description:

Key Responsibilities includes:

Team Leadership & Development

  • Lead and manage a diverse team comprising Subject Matter Experts.
  • Build a culture that values ownership, accountability, and continuous learning
  • Identify skill gaps, support individual development plans, and encourage cross-functional collaboration
  • Drive team engagement through regular coaching, constructive feedback, and timely recognition

    • Operational Management

  • Ensure consistent adherence to SLAs, KPIs, and contractual obligations across all processes
  • Handle client escalations with urgency and professionalism, ensuring timely resolution
  • Lead process transitions, system upgrades, and ensure minimal disruption during change management

    • Performance Management

  • Monitor team performance using defined metrics and dashboards
  • Conduct monthly performance reviews and initiate correcti...

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