Operations & Customer Service: 1. Analyze and resolve complex or difficult problems presented by subordinates, and escalate appropriately to the senior management. 2. Facilitate resolution of any grievances in a timely manner and ensure superior levels of Service promises are met and establish the SLAs, adhere to same wherever needed and continually review current processes & procedures and evaluate efficiency to meet or exceed those SLAs. 3. To have periodic meetings with the GBSS Head and provide updates on Individuals and Nearshore center business 4. To report any non-compliance issues to the GBSS Head so that precautionary measures can be put in place. 5. To organize and conduct periodical Team Meetings and also One on One’s, with the Team Leads 6. To ensure that the team is aware and informed about the changes in Org structure, HR Policies, Admin policies, IT Policies etc. 7. To ensure that the Group falling under his/her purview functions as a cohesive unit and that it performs, effectively and efficiently, the process for the Business Lines of NTT DATA. 8. Provide timely reports and dashboards on key performance indicators (KPI's), compliance and non-compliance areas. 9. Continually evaluate & update SOPs & ensures that process adhered to it. 10. Handle Internal, Transactional and Statutory audits and perform back up duties for Team members, as necessary. Management& Leadership: 1. Ability to manage the daily operations and activities team and ensure all KRAs are met. 2. Ability to manage HR related matters for the direct reports and teams; including interviewing, hiring, compensation planning, ongoing feedback/coaching and formal performance management (e.g., mid-year and year-end reviews). 3. Take the lead in maintaining existing successful teaming environment, identifying and recognizing team efforts, and promoting activities that build rapport within the team. 4. Identify opportunities for the team to own greater responsibilities and create transition plans where required. 5. Manage Escalations, identify root cause and come up process improvement and put controls in place. Training & Project Management: 1. Identify learning and development needs of team resources, creating and facilitating appropriate internal learning materials and actively supporting on-going development & growth initiatives 2. Analyze common processing mistakes (internal & external), do root cause analysis and assist in the development of training materials and delivery of presentations 3. Develop and be accountable for Project work plans, ensuring all tasks are delivered in a timely/cost effective manner, anticipating scope issues and obtaining agreement on changes to work plan
