Job Description
Job Description:
Key Responsibilities includes:
Team Leadership & Development
Lead and manage a diverse team comprising Subject Matter Experts.Build a culture that values ownership, accountability, and continuous learningIdentify skill gaps, support individual development plans, and encourage cross-functional collaborationDrive team engagement through regular coaching, constructive feedback, and timely recognitionOperational Management
Ensure consistent adherence to SLAs, KPIs, and contractual obligations across all processesHandle client escalations with urgency and professionalism, ensuring timely resolutionLead process transitions, system upgrades, and ensure minimal disruption during change managementPerformance Management
Monitor team performance using defined metrics and dashboardsConduct monthly performance reviews and initiate correcti...