Team Management:
- Manages day-to-day activities of all projects.
- Creates a customer-focused environment that motivates and empowers teams to deliver high-quality customer service.
- Develops and coaches team members, provides constructive feedback and support.
- Makes hiring decisions, identify training needs, and deliver appropriate training to staff.
- Reviews performance based on scorecards and implement rewards and recognition plans.
Client Relationship Management:
- Builds and fosters client relationships to ensure continued business and growth.
- Ensures adherence to contractual obligations (service level agreements and internal KPIs) through analysis and reporting.
- Handles and responds to client escalations and commendations.
- Maintains a high degree of client focus and flexibility (including working early/late shifts).
Operational Excellence:
- Implements and develops policies and procedures for process improvement.
- Identifies and responds to ideas for process improvement from team members.
- Analyzes and prepares reports for Management on contractual obligations (service level agreements and internal KPIs).
- Experience supporting global, high-availability operating environments.
