Key Responsibilities
• Lead and manage a team of Service executives, ensuring daily targets, quality benchmarks, and
SLAs are consistently met.
• Own end-to-end process workflows across assigned Operations and Service functions —
including task allocation, escalation handling, and performance tracking.
• Monitor team productivity using operational dashboards and MIS reports; identify bottlenecks
and drive continuous improvement initiatives.
• Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to
maintain high team engagement and output quality.
• Collaborate with cross-functional teams including technology, client success, and quality
assurance to streamline processes and reduce turnaround times.
• Identify training needs and work with the L&D team to onboard and upskill team members on
tools, processes, and compliance requirements.
• Handle escalations, resolve process conflicts, and act as the first point of c...