Associate Program Manager

Responsibilities

• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

• Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

• Prepares performance reports by collecting, analysing, and summarizing data and trends

• Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.

• Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Ensure Critical Performance Metrics are met consistently

• Lead client/vendor reviews/calibrations

• Revert to client/vendor queries on routine issues

• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

• Manage multiple teams

• Perform audits and quality checks on Team Leads & Floor Supports

• Provide feedback to the Team Leads & Floor Supports periodically on their performance

• Ensure cross skilling and periodic process re-verification to ensure resource pool

• Perform Training Need Identification for teams

• Perform Bottom Quartile Management

• Ensure directives from senior leadership are percolated and acted upon

• Hold periodic meetings, discuss task delegation and review issues

• Conduct team huddles and meetings to discuss operational updates

• Build team spirit through group sessions, activities, and projects

• Focus on retention of staff through career mapping & guiding team members

• Advocate and follow organizational policies and procedures

• Adhere to the information security requirements

• Ensure all client deliverables met within timelines

• Ensure productivity/quality enhancement and process meet all metrics

• Remediation of any major incident

• Manage client MBR/QBR deck, client calls and reviews

Minimum Qualifications

Overall experience of 10+ years and should be a graduate or post graduate in any specialisation

Preferred Qualifications

• Graduation in Computer Science, Computer Applications or related subjects