Responsibilities:
Delivery Excellence
o Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery
o Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights
o Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects
Customer Engagement and Issue Resolution
o Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics
o Conduct business with utmost integrity and ensure high standards of compliance are maintained
o Lead interactions with customer during weekly and monthly performance reviews
o Act as Point of Contact for first level of escalation
o Ability to be customer-oriented in managing communications and issues
o Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions
Internal metrics delivery & reporting
o Work with the leadership team to determine strategy to achieve overall site goals.
o Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes
o Responsible for preparation of invoices and ensure timely submission to customers
o Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head
Team Engagement
o Set, Monitor & Periodic review of goals for Associate Managers & Team Managers
o Develop structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process
o Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates
Leadership Development
Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer.