FIRST LINE MANAGER (FLM) L2

Location: Hyderabad

Shift: Rotational as per client

5 days WFO

CRITICAL SKILLS REQUIRED:-

Excellence head with a demonstrated history of working in the outsourcing/offshoring industry. 2. Experience in managing Quality/ Process Excellence initiatives for Large Engagements. 3. Hands on experience in driving large transformational programs involving process reengineering, analytics, automation etc. 4. Must have worked in cross functional teams and demonstrated ability to drive change in the process. 5.Excellent oral and written communication skills and should be able to manage internal stake holders as well as customers. 6. Well versed with MS Office – Excel and PowerPoint. 7. Exposure in driving high impact transformation projects involving technology and process re-engineering.

PRINCIPAL RESPONSIBLITIES:-

1.Lead consulting assignments and deliver business value to the customers through quality initiatives. 2. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment. 3.Drive benchmarking and best practices deployment across accounts. 4.Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes. 5. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks. 6. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure. 7. Drive projects to improve and maintain the profitability of the process.Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements. 8. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen. 9. Drive standardization practices and ensure strict compliance in internal and client defined processes. 10. Ensure all process metrics are met.

Review last 6-8 weeks performance data (RAG) and identify low performers

Provide feedback and coach the outliers/ low performers to improve their performance metrices

Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers

Handhold the employees on performance on process and monitor for improvements

Identify training needs for new joiners especially and track their daily progress

Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.

Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account

Work with quality team to ensure the quality improvements as per the delivery standards of the contract

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

Manage team attrition

Drive diversity in leadership positions

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team