Job as Deputy Manager in Hinduja Global Solutions

HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the "Preferred Partner" for most of our clients. HGS has a global footprint with 58 delivery centres in India, US, Canada, Jamaica, Philippines, Germany, Italy, Netherlands, France. Middle East and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive. The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies. With an inspire d global team of over 25,000+ people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships.

Post: Deputy Manager

Job Description:
• Transition Planning and Coordinating
• Identifying Value Additions and Process Improvement Initiatives
• Reporting on process performance as per Client Requirements
• Process Metrics review with the senior management and the team
• Co-ordinate on Process Quality requirements
• Creating Growth Path/Succession Planning for the process
• Effective Resource Utilization
• Define and review KRA of Leads
• Manages day to day Operations
• Control Absenteeism and Attrition in the Process
• Timely reporting of deliverables like Performance Incentive, Internal Dashboards
• Attend to Process Escalation and provide effective solutions
• Attend to Client calls, Status Meeting and Client Feedback.
• Review and Regulate SOP
• Is able to identify problems and take decisions independently
• Provides solutions to individual and process related issues
• Coordinating with the client on process related issues and updates
• Identifying, recommending and implementing ways to increase the productivity and the quality of the team
• Identify and participate in training / developmental programs
• Coaches and mentors Associates & Team Leads
• Hiring as per the process requirements
• Conducting Performance Appraisals, making recommendation to the Management.
• Works with Cross-Functional Teams to ensure that both internal and external customers’ needs are met

Candidate Profile
Any graduates/graduation is mandate
Minimum 5 years of experience in US healthcare industry
Knowledge in US health care (ERISA/HIPAA/State Mandates)

Additional Information:
Education: Graduate
Location: Bangalore
Fucntional Area: Other
Industry: Pharma/Biotech
Last Date: 21^st February, 2015