US Mortgage - Written correspondence Team manager and Lead Mumbai
US Mortgage - Written correspondence Team manager and Lead Mumbai
Posted on :
26-10-2024
Employer Active
1 Vacancy
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Job Description
Job Title:Team Manager
Reporting to:Service Delivery Manager Operations
Objectives
The Team Manager will be required to lead large teams independently which will be in the
range of about 60 members and ensures all operational duties are carried out in accordance
with scheduled rosters and documented policies and the SLAs set by the client are met.
Key Result Areas (KRAs)
Leadership:
The Team Manager is expected to actively lead and motivate the team for whom he /
she is the primary point of contact.
The Team Manager is expected to be close to the team and be aware of issues
including potential issues within the team and appropriately resolve / escalate the
same.
The Team Manager should be aware of the strengths and weaknesses of his / her team
members and provide them with appropriate guidance and direction.
The Team Manager is expected to actively promote the company ethos and create and
maintain an environment which encourages retention.
The Team Manager is expected to identify and implement feasible solutions to issues
which could lead to attrition.
Operations:
Leads a team of 60 associates and motivates them to achieve the team project and
client SLA. Consistently achieves all KPIs and SLAs set by the clients with strict
adherence to Quality parameters.
Uses quality tools to ensure that there is maximum efficiency & productivity
Manages team responsibilities and allocates work to the Team Leaders/SMEs as
appropriate.
Develop and maintain superior customer connect
Appraises the teams on their performance and provides regular feedback.
Manages the performance appraisal process / rating .
Interacts with support team to manage HR Risk and other admin activities
Follow the governance mechanism established with the client
Keep track of all customer feedback/ process issues. Drive actions towards delivery
excellence
Resource Planning Recruitment and Work Allocation
Ensure that all committed deliverables and services are rendered on schedule and at
the defined quality levels
Interview and hire new associates as needed to support the growth of the business
Prepare and send operationalEducation
Any
Employment Type
Full Time
Key Skills
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