Manager - Service Support Management

• To serve as a member of the management of GSC own responsibility accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage engage team leaders associates
• Drive achieve productivity enhancements
• Own weekly/monthly management reports highlight relevant gaps /or concerns
• Oversee migration stabilization of new processes
• Periodically review process regulatory requirements ensure compliance
• Review FTE requirements, shift plans capacity planning
• Initiate, Execute Facilitate process improvement initiatives/projects
• Integrate domain knowledge business understanding to create superior solutions for the client
• Must clear at least one certification a year

People Management

• Conduct regular meetings with team leaders resolve concerns
• Conduct skip level meetings with team members resolve escalations
• Own rewards recognition schemes for assigned processes/teams
• Oversee LD trainings for self team leaders
• Oversee staff domain certifications
• Ensure completion of process certifications by all staff (Team leads associate ) within pre defined timelines
• Liaise with recruitment team for recruiting new team members
• Identify facilitate movements within the division for team leads

Customer Service SLA Delivery

• Drive on-time, accurate quality service delivery within agreed upon SLAs for assigned processes
• Manage client relationships and escalations
• Strategic Initiatives
• Explore opportunities to move processes to the GSC satellite office
• Participate in special projects/organization wide initiatives

Skills and Competenices

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn drive change
• Impact Influence

Qualifications

• Minimum six years of experience in the ITES sector
• Minimum 5 years of experience in a managerial role
• (Must have experience in managing a span over 30)
• Graduate from a recognized university relevant
• Relevant healthcare experience.
• Prior work experience in UK

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