Role: Project Manager
Location: Chennai
Years of experience: 10+
Job Responsibilities:
- Planning & Executing the supply chain management process including but not limited to hiring &
Training, operations, career progression and retention of the employees
- Manage performance of the team
- Deliver on SLA commitments based on the contract
- Meet and exceed customer satisfaction goals
- Daily/Weekly/Monthly/Quarterly reporting of SLA performance
- Proactive management of business/operations trends
- Forecasting business volume & capacity planning
- Formulate continuous improvement plan
- Coordinate with IT team to fix all IT related issues for the team
Operations Management
- Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
- Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
- Capacity / Resource planning and management
- Liaison with cross functions across the organization addressing the needs of the team members
- To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
- Business continuity planning & risk management
- Create, generate and publish reports with the help of MS office tools
Skill Development:
- Addressing skill gaps in Product / Process / Technology / Communication
- Mentor Leads & Managers
- Plan relevant training programs working with respective groups
Project Revenue & Cost Management
- To manage revenue & cost management
- Operate on planned budget
- Resource planning (People / IT)
Client Management:
- Ensure client management with 100 referenceable customers
- Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
- Set and manage client expectations
- Identify potential new business opportunities
- To take complete ownership of the cases and to take feedback on negative surveys
- To handle deviations and carry out risk analysis
Quality Management
- Create and improve process guidelines and framework
- Drive adherence and compliance to organizational / quality standards
- Formulate action plans for consistent service delivery quality
- Create preventive and corrective action plans on customer or Client comments /feedback
