Associate Manager - EU RD

About the job

Act as the main point of contact from operations to internal client services to lead and drive the operational design and delivery of our client offering. Responsible for overall operation’s department quality performance monitoring, reporting and analysis by driving an on-going focus and improvement in Right First Time delivery to contribute to client satisfaction. Team management - Leads a team of Data Processing Analysts

Responsibilities

Client Solutioning

• Acts as front-facing point of contact for client database operational queries and in ensuring overall quality performance monitoring, reporting and analysis in Right First Time delivery.

• Consistently work with other Operations Functions' leads within the country to manage projects and deliver on clients’ commitments.

• Participation in quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs

• Work closely with Client Liaison management team to support the creation, monitoring and execution of quality plans for strategic and hot spot clients

• Proactively communicates with client / client services for any potential delays / risks based on information by Ops teams

• Manage close links with Enablement team/leads to identify focus areas and ensuring quality/delivery standards are achieved

• Ability to provide workload and timeline estimation by taking into consideration requirements of each upstream activities

• Represent respective operation’s function in discussion with other NOC and in market stakeholders

Team Management

• Plans and controls resource allocation to optimise the “operations service” to clients as well as highlights any resources issue

• Expected to coach and develop the team, monitor individual performances by identifying talents or low performers and promote engagement within the team

• Acts as an escalation point for the team and constantly reviews and assesses team's KPIs periodically