KEY RESULT AREAS;

Procurement & Sourcing Activities
Managing a team that is handling the below mentioned activities:
Handling sourcing through identification of cost effective suppliers for procurement with an aim of improving quality & reliability.
Negotiating with the suppliers after analyzing the quotations duly giving a fair and equal opportunity to all the participants.
Releasing Purchase Orders and follow up till the material is actually delivered as per the schedule.
Manage Contract process for a long term business with suppliers
Driving continuous improvement in all aspects of the procurement process

Service Excellence Management
Spearheading the activities in establishing a Business Continuity Plan/ Disaster Recovery Plan site in Kochi.
Accountable as a secondary contact to ensure the procedures and requirements outlined as part of the BCP/ DRP are in accordance with the specified plans and also ensuring timely review and revisions.
Directly handling the operations of BCP/ DRP site of multiple work groups.

Quality & Compliance
Mapping clients requirements by maintaining trend/ analysis based on weekly Customer Satisfaction & language monitor scores, implementing audits in line with the guidelines specified by the client; within the guidelines to streamline the Quality Process.
Ensuring that teams adhere to all the quality tools & procedures.
Handling the Quality control process and keeping a tab on all the requests processed by the associates through set quality check procedures.

CRM/ Operations Management
Conducting meetings and conference calls with client to discuss Operational/ Productivity Standards and Practices & resolving issues pertaining to the services for accomplishing customer satisfaction metrics.
Review and analyze the effectiveness of operating procedures, recommending changes and improvements as appropriate and possible impact on operations.
Addressing and Resolve all the resolution requests by closely working with the client
Coordinating with the HR for recruitment and other activities including attrition management and hiring

Process Management
Mapping clients requirements; functioning as the Single Point of Contact for delivery; assisting in developing, implementing and transitioning, customising Processes in line with the guidelines specified by the client.
Preparing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
Responsible for Process Risk Management by undertaking and implementing various levels of audits

Training & Development
Conducting individual, group and organisation based training needs analyses & assessments on a periodic basis.
Developing and delivering individual training/ group coaching and instructional programs, encompassing a wide range of soft skills, operational, management in terms of skills and attitude.
Evaluating effectiveness of training and development programs and utilising relevant evaluation data to revise or recommend changes in instructional objectives and methods.
Training and Developing the pilot team after transition.
Outlining the desk procedures and Check List for Future reference and Training.

Team Management
Managing Team functions viz. planning, recruitment, selection & performance management (including performance/ quality evaluation) for all employees in the organisation.
Conducting regular 1x1 & providing timely and effective feedback to my members on their performance against job objectives.
Allocating, scheduling and monitoring work, for team members and providing feedback to the management.
Gauge the performance of each team member and rolling out the monthly incentives
Leading, mentoring, coaching, monitoring team members to ensure efficiency in product knowledge, process operations & meeting of individual & group targets.
Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members.