Senior Consultant
iMPACT
Total years of experience :27 years, 5 Months
Main Responsibilities
• Profitability of the centre
• Growth from existing business
• Program retention through service delivery and business solutions.
• Customer Service & Relationship Management
• Cost Control / Revenue Enhancement
• Process & Quality Improvements
• Driving Operational Excellence / Strategy
• Organizational Restructuring / Succession Planning
• Productivity / Performance Management
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Hire, develop, and mentor management team that are skilled, effective, and fully capable of executing the responsibilities of their positions.
• Maintain relationships with customers in order to facilitate open communications, understand customer perspectives, and monitor customer satisfaction.
• Ensure the clients SLA are met.
• Manage the operational requirement of the client on a day to day basis.
• Ensure the productivity and quality is met.
• Regular interaction with US project coordinators and Plant officers with respect to Process management
• Resource management in terms of manpower planning, workstation allocation, staffing and scheduling
• Development of all shift managers and other direct reports through continuous coaching and mentoring
• Facilitate site visits from potential clients.
• Participate in opportunity review calls for new business.
• Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Provide guidance for successful career pathing.
• Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction. Manage the operational requirements of the customer on a daily basis.
• Development of all shift managers and other direct reports through continuous coaching and mentoring
• Resource management in terms of manpower planning, workstation allocation, staffing and scheduling
• Program reports generation and analysis
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Supplementary training for agents, supervisors, and managers
• Maintain and facilitate continuous improvement and up gradation of all administrative functions and other material used by the company in the course of their business to the standards and quality in line with the company’s position and standing.
• Time schedules and time commitments are kept up.
• To ensure the smooth and harmonious functioning of all administrative operations.
• Communicate with colleagues and customers helpfully, professionally and courteously
• To ensure companies’ expectations of timely functioning is fully met in every areas of operation, especially in; production of material, issue of invoices, collection of funds, payment of bills, payment of statutory dues, keeping of appointment times, and other time sensitive functions.
• Create management information systems and reports appropriate to the employer needs
• To implement controls, processes and standards that better our performance, security and functioning
• Floor Management - Maintain, Track and analyze team performance
• Coordinate with Team Managers / Supervisors on day to day production management.
• Identify any training gaps and to ensure that the training of all the employees are completed as per the project requirement.
• Provide status report on Production and Transition process on a weekly basis to the Manager- Operations.
• Regular interaction with US project coordinators and Plant officers with respect to Process management, Procedure additions and knowledge transfer.
• Overseeing functions of different team with in my operations preview.
• To ensure SLA’s are met.
• Responsible for team scheduling & appraisal requirement of the team.
• To coordinate with internally to prepare the (weekly, quarterly, rolling quarters) forecast process by collecting, analyzing and reporting results.
• Facilitate policy communication and the collection of feedback cross- functionally / cross-levels.
• Complete Office Administration
• Business Development and client maintenance and support which include interacting with clients regarding training and collection details, follow-up for training and collections.
• Training requirements, inspections of training venues and negotiations with hotels and resorts, payment collections, issuing tax certificates.
• Layout and publishing of training manuals, handouts and other materials
• Accounts - Maintenance and briefing of cash, tax calculations and payments, salaries etc.,
• Developed in-house software system for maintaining client details, receipts and payments, cash and bank transactions.
• Interaction with tea brokers and tea producers
• Negotiations to establish purchase price
• Interaction with tea buyers and packers in India and overseas to prompt and produce sales.
• Payment and collections
• Maintenance of all computerized records.
• General office administration