GAP brands and geographies. The person will be the SME on all processes and own the onboarding, training and work allocation of new team members.
ORGANIZATIONAL LEADERSHIP
• Responsible for driving performance standards through defined KRA’s, KPI’s and tracking indicators.
• Responsible for managing multiple geographies and cater to requests from different time zones
• Ownership for results, driving operational efficiencies & continuous improvement.What You'll Do
Manage a team of MSC/Sr. MSC to ensure the team meets its objectives
Monitor and evaluate the performance levels within the team with a view to identifying ways of improving performance levels.
Plan resource needs and manage workload distribution, allocation of tasks and monitor service levels.
Monitor escalation of queries to improve team’s service and support.
Ensure establishment of review mechanism and renewals of Service Level Agreements with assigned brand teams and monitor quality of services
Responsible for maintaining strong cross functional relationships
Provide leadership support in proactive identification and resolution of related issues
Responsible for process improvement to support present and future needs
Developing of Goals, KRAs & KPIs for the team members and its implementation
Demonstrate Planning skills in effective resource utilization
Provide Subject Matter expertise and deliver trainings as per the business requirement
Explains rationale and provides system knowledge and bigger picture while delegating jobs
Potential risk flagging in a timely manner to mitigate delivery risk (if any
Process Management experience working in a process driven shared services team or inclination towards working in a structured SOP based environment
Personal Leadership- demonstrated executive presence, presentation, influencing, and collaboration across various stakeholders
Talent Builder- proven track record of assessing, attracting, developing best-in-industry teams.
Result Orientation– proven track record of KPI delivery and improvement
Accountability – demonstrated ability to work independently with limited supervision
Problem Solver can proactively solve problems and effectively manage multiple challenges
