Job Location: Chennai
Roles and Responsibilities
Client Management:
1. detailed understanding of the client’s business & processes and act as an offshore stakeholder
2. oversee all projects in the team, monitor progress, course correct, and ensure clients receive timely updates
3. participate in client meetings and represent the offshore team
4. monitor the job queue and ensure resolutions provided by the team are of quality
5. oversee UAT activities and ensure clients receive regular updates
6. foresee escalations and make decisions to control/resolve the negative impact
Operations Management:
1. ensure operational and client SLAs are met consistently; proactively flag-off challenges with solutions
2. extract, present and analyze data to identify and provide useful operations/business recommendations
3. drive and execute any new process implementations in the team
4. conduct shift huddles/meetings with the team and share key RRD and client updates
5. manage capacity – overtime, effective rostering and leave management
6. utilize skilled resources effectively with structured development plans and foresight of future skillsets required
People Development:
1. develop meaningful relationships with team members
2. share periodical feedback to team members and provide support to improve their skillsets
3. ensure transparency in the system and no bias
4. draw career progression life cycles and ensure compliance
5. devise custom career plans based on skills, interests, potential and have conversations with team members proactively
6. engage in constant dialogue with team members to hear their concerns and develop win-win solutions
Performance Management:
1. provide feedback to the team members based on performance and behavior
2. ensure an incremental increase in performance expectations against employee tenure
3. analyze the team’s and individual’s performance and come up with robust corrective actions
4. have effective appraisal discussions
Desired Candidate Profile
- A solid understanding of SQL and DB maintenance
- Proficiency in the use of query and reporting analysis tools
- Experience in developing and maintaining Tableau driven dashboards
- Working knowledge of Tableau administration/architecture is preferred
- Good verbal and written communication skills
- Analytical thinking and logical reasoning
- Experience in customer facing domain
- Ability to prioritize and multi-tasks
- Ability to negotiate with the client
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