AM- Operations

Process/LOB: Operations

Job:  Assistant Manager /Manager

Location:  Gurgaon

Reporting to:  Manager

Purpose of the Job:

Job requires the candidate to manage a team responsible for running operation. The incumbent will be required to manage a team for day to day operations across all portfolios agreed with client ensuring 24×7 shift support in line with client requirements, achieving client & internal deliverables. 

Eligibility Criteria:

  • Any Graduate from a recognized university
  • Should have completed a minimum of 12 months in the current role
  • Flexible in shift timings to work for 24*7 support
  • Must be ready to get cross trained in every line of business of Radical Minds
  • Should have relevant experience of BFSI/Travel/Logistic

Role Essentials:  Specifies Key Result Areas for the Incumbent

  • People Management:
    • Team management – handling team of BFSI/Travel/Logistic
    • Coaching & Feedback – Providing adequate feedback & coaching to improve employee morale & contribute directly in team performance 
    • Employee Engagement – conducting engagement activities at team as well as organization level
    • Attrition & Absenteeism – Adherence to attrition & absenteeism targets aligned as per goals
    • Employee Development – provide learning opportunities to team & succession planning
    • Monthly Team Connect – Evaluation of team’s performance & monthly 1-0-1 connect with employees
  • Performance Management:
    • Achieving & exceeding all service level agreements/CTQs
    • Leading Performance improvement initiatives
    • Performing quality checks (Auditing the cases reviewed by team) 
    • Sharing the client calibration requirements with Sr. Mgr. /Head Ops
    • Conducting calibration exercise with quality & training teams as required
  • Value add Support: 
    • Assisting in preparing business reviews as required 
    • Assisting in understanding client’s requirements and conceptualize solutions to meet them effectively
    • Assisting with any ad-hoc requirements, as per business
  • Compliance: 
    • Adherence to Radical Minds internal policies & all audit requirements for self & team
    • Adherence & comply with all client related regulatory requirements

Knowledge and Skills Required: 

  • Well versed in working with MS Office and Internet Explorer
  • Good Analytical Skills (i.e. Data mining, Trend Analysis etc.)
  • Conflict Management
  • Time Management
  • Proven track record of managing/supporting/extensive mentoring experience of minimum 5 to 10 analysts in similar roles

   Preferred: 

  • Excellent verbal & written English Communication skills
Job Category: AM/ Manager
Job Type: Full Time
Job Location: Gurgaon
Job Experience: 1+ year

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