Key Responsibilities:

• Manage day-to-day operations to ensure efficiency, effectiveness, and meeting Client expectations.
• Lead and manage a team of Process Associates, Sr. Associates, and QC Analysts to deliver high-quality work and meet team goals.
• Create and implement strategies to improve operations and increase profitability.
• Ensure timely delivery of client projects within established quality and productivity metrics.
• Identify areas for improvement and implement solutions to address them.
• Ensure the team is adequately trained and staffed to meet business demands.
• Analyze and interpret data to identify trends and recommend action plans to improve team performance.
• Handle escalations and resolve issues in a timely and effective manner.
• Conduct performance evaluations, monitor KPIs, and take corrective action as needed. Provide feedback and mentor team members to enhance skills and knowledge.
• Ensure compliance with company policies and regulations.
• Foster a culture of continuous improvement and innovation, encouraging team members to contribute ideas for enhancing processes and services.

What would you do?

• Oversee daily operations and manage a team to meet quality, productivity, and profitability objectives.
• Implement strategies for operational improvements and handle escalations.
• Mentor and train team members, and analyze data to improve performance.

What are we looking for?

• Bachelor’s degree in a related field (e.g., business administration, management, or a relevant technical field).
• Excellent communication and interpersonal skills.
• Strong analytical, problem-solving, and organizational skills.
• Experience with process improvement methodologies such as Six Sigma or Lean is a plus.