ASSISTANT MANAGER - DELIVERY

Omega Healthcare Management Services Private Limited TAMIL NADU Posted On 09 Jun 2025 End Date 13 Jun 2025 Required Experience 8 - 14 Years Basic Section No. Of Openings 1 Grade 3A Designation Assistant Manager - Delivery Closing Date 13 Jun 2025 Organisational Country IN State TAMIL NADU City CHENNAI Location Chennai-I Skills Skill VENDOR MANAGEMENT SERVICE DELIVERY CRM PROJECT MANAGEMENT BUSINESS DEVELOPMENT MIS OPERATIONS MANAGEMENT BPO PROCESS IMPROVEMENT TELECOMMUNICATIONS Education Qualification No data available CERTIFICATION No data available Job Description Role Description Overview: This position will have financial focus and P&L responsibility for the clients handled with a focus on high quality Standards. This role is to act as SPOC for clients for all service delivery related communications and responsible for people and project management. Responsibility Areas: Meet all Client Service Level Agreements (deliverables) Responsible for the P&L for the clients handled with a focus on high quality service delivery. To focus on cost effectiveness and effective utilization of manpower resources. Talent retention Responsible for coaching and supporting Team Leads and ensures that each team lead meets or exceeds their team performance. Ensure the team understands client specific training requirements / needs etc. Analyze performance results of the team and implement process improvements Determine appropriate staff levels and implement strategies to ensure efficient operations Work with support departments to ensure staffing strategies are effectively executed Support the data collection for billing process, billable/non-billable hours & preparation of Invoice Hold team meetings on a regular basis with direct reports. Communicate all process and client updates to direct reports within specific timelines and keep record for such updates Act as single point contact for the team leads for all their client and team members related needs and create a harmonious work environment Escalate performance related issues with respect to his TL to CH on a timely manner. Escalate client complaints to CH and resolve escalated customer issues, CAPA to be taken Performs any other duty assigned by respective Centre Head Act as authorized person for sanctioning team leads leave thru ERP Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team managers to complete performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Ensure that the team’s adherence to QMS and ISMS standards. Ensure that the Service Level Agreements are met at all times and Systematic corrective action plans implemented. Min of 6 Yrs of Professional and Relevant Experience& 3 Yrs of People Management & Project Management Experience. Staffing, Succession planning, training and cross training. Manage a team comprising of Associates, SME & TL's. To maintain the discipline at Production floor. Create a participative work environment and thereby facilitate employee satisfaction. Ensure clients SLA is met including service delivery, timely report and quality control. Motivates the team leads and the team to achieve peak productivity and performance. Adherence to the agreed CSAT scores. Facilitate and implement process improvement ideas to improve efficiency Build strong partnership with customers to ensure operational cohesion and effective foundation for future growth