FIRST LINE MANAGER (FLM) L2

Drive performance of the team on the identified metrices of the process 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

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

Stakeholder Interaction & Management 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

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

Effective Team Management

Resourcing Hire adequate and right resources for the team

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

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

Performance Management 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

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

Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team

Lead and drive engagement initiatives for the team

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

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