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Job Description Deputy Manager Competencies Key Parameters Think Strategic (a) Big Picture Perspective: Transition Planning and Coordination Identifying Value additions and Process Improvement Initiatives (b) Business Acumen: Process Metrics review with the senior management and the team Identifying, recommending and implementing ways to increase the productivity and the quality of the team Adherence to company policies Ensuring the process meets the defined Service Levels ISO and HIPAA compliance Drive Results (a) Planning & Organizing: Creating Growth Path/Succession Planning for the process Effective Resource Utilization (b) Directing & Monitoring Define and review KRA of Leads and AMs Manages day to day Operations. Control Absenteeism and Attrition in the Process (c) Accountability Timely reporting of deliverables like Performance Incentive, Internal Dashboards. Attend to Process Escalation and provide effective solutions Responsible for Balance Score Card and its parameters Attend to Client calls, Status Meeting and Client Feedback. Review and Regulate SOP (d) Problem Solving & Decision making Is able to identify problems and take decisions independently Provides solutions to individual and organizational challenges Partner with Customers (a) Relationship Building Co-ordinate on Process Quality requirements (b) Passion for excellence Driving Perfect Service Driving Formula one and other Developmental Programs for the team Identifying, recommending and implementing ways to increase the productivity and the quality of the team Lead People (a) Managing Self Identify and participate in training / developmental programs (b) Inspiring Others / Managing Teams Coaches and mentors Team Leads & AMs Hiring as per the process requirements Works with Cross-Functional Teams to ensure that both internal and external customers needs are met. Desired skill sets US health care (ERISA/HIPAA/State Mandates) Process SLA Awareness of ISO, ISMS Telephone etiquettes MS office Process Knowledge Effective communication Good analytical skills People Management Feedback and Counselling Presentation Coaching and Mentoring Desired qualifications (including certifications) Graduates Desired years of experience 5-6 years or above with 1-2 years as AM Internal Customers, if any Management External Customers, if any Client Salary: INR 4,00,000 - 5,50,000 P.A. Industry: BPO / Call Centre / ITES Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations Role Category: Voice Role: Assistant Manager/Manager -(NonTechnical) Employment Type: Permanent Job, Full Time Keyskills: operations managementpeople managementperformance managementaction planteam handlingknowledge managementms office tools Company Profile Hinduja Global Solutions Limited. Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS' mission is to optimize the customer journey to make its clients more competitive. HGS has built expertise focusing on Customer Experience Management, Back Office Processing, Contact Centers, Data Analytics, Digital and Interactive Solutions and HR Solutions. Today, HGS partners with 190 of the world's top brands for core BPM services and 600+ payroll processing clients. It is the only outsourcing provider that takes a true "globally local" approach, with local leadership teams who understand the market. The global delivery network serves international customers both onshore and offshore to drive efficiencies and delivering customer delight. To make ourselves a stronger organization talent-wise, we are looking for dynamic thinkers and achievers - people who can work on innovative ideas, both simple and complex to transform, and add value, thereby giving a competitive edge to the clients' businesses. Contact Details Recruiter Name:Abishek Contact Company:Hinduja Global Solutions Limited. Telephone:08071999242 Email :abishek.attavar@teamhgs.com 
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