As a Senior Manager, you will support the territories assigned to you & ensure conformance of quality standards as required to meet the business objectives. Role will require coordination with multiple client & IBM stakeholders, documentation & maintenance of SOP's, Root cause analysis / action plan framing & implementation to drive client satisfaction on overall operations processing. This is a Senior Position directly reporting to Head of Operations.If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.Responsibilities:In Transition Phase:Plan, monitor and manage the knowledge capture exercise with inputs from onshore team.Support the knowledge cascade planning. Critical activities to plan and monitor include Training approach, Training material incl transaction samples , Training logistics , Core team and Progress reviewsEffective liaison with Client Regional Manager and onsite SME as applicable.Report alerts , flags and/or need for support in a timely and comprehensive manner.In Production/BAU Phase:Perform SOP Change Need Analysis (CNA) on an ongoing basis with inputs from Team Leader , Trainer , Client Teams.Solicit and capture SOP CNA on a regular basis through Operations committees, Continuous Improvement (CI) committees and Complex Transactions resolution.Effective liaison with Client teams for the validation phase in line with targets assigned.Overall responsibility of the quality and timeliness of delivery of Procedures & Reference Material.Lead and manage a formal comprehensive review of all SOPs for reporting territoriesResponsible for Key Performance Indicators (KPI) on Quality/ Customer Complaints and Financial loss (SLA) performance of reporting territories.Initiate, respond and follow up on communication with the Client teams on operational matters pertaining to reporting territories.Organize and lead performance reviews and action plans.Ensure synergy with Operations support groups like WFM/Automation/Training and other territory managers to improve quality & efficiency of operations.Perform Operational Controls as assigned by the client.Lead Trainings for Staff including Team Leaders.Organize TM Connects/ Meetings with the client & drive improvement in quality of operations.Identify areas of continuous improvement/ productivity gains through a comprehensive review of the set up for reporting territories.Identify & Drive automation projects.Identify & Implementation of Tactical Tools to improve Quality of Operations.Develop Continuous Improvement Progress Plan in consultation with the DPE , for reporting territoriesWork closely with Transformation leads/ Operations manager(s) to understand the requirements and do project management.We at IBM, always believe that it is extremely important to have the right person for the right job and you are a perfect fit to this strategy. We want people with the ability to learn; who are ready to put good ideas into action – We wish you great success in your career and encourage you to bring your best self to work with IBM.
