Team Manager

Responsibilities: Operational & Quality Oversight

• Oversee verification and quality of processed cases
• Act as checker for critical cases and manage escalation queues
• Monitor daily absenteeism and ensure productivity continuity
• Allocate workloads based on case complexity and risk
• Develop strategies for clean-up activities and process optimization

Responsibilities: Governance & Reporting

• Validate client/vendor reports and team queries
• Collect dashboard requirements and prepare performance review decks
• Track daily operations, analyze service delivery, and highlight process variances
• Conduct audit reviews, initiate corrective actions, and maintain SLA adherence

Responsibilities: Training, Policy & Knowledge Management

• Conduct knowledge transfer and product/market training sessions
• Handle edge cases and contribute to policy refinement
• Lead calibration and quality alignment sessions across reviewers
• Share best practices and promote continuous improvement culture

Responsibilities: People & Team Leadership

• Allocate tasks and workflows, ensuring coverage across sub-processes
• Conduct team building, coaching, and performance appraisals
• Identify training needs and deliver refresher/process training
• Manage attrition, absenteeism, and early warning indicators
• Support recruitment and onboarding, including KT sessions for new members

Responsibilities: Customer Relationship Management

• Act as primary contact for internal/external customers for process deliverables
• Provide updates, reports, and performance metrics to customers
• Resolve customer escalations and gather feedback to feed into improvement loops

Responsibilities: Resource & Program Management

• Ensure optimal resource utilization via cross-training and buffer planning
• Interface with cross-functional teams to secure support and alignment
• Lead program delivery ensuring adherence to timelines, quality, and client expectations

Other Requirements

• Travel readiness: up to 10% (domestic/international)
• Education: Bachelor’s degree preferred
• Tools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure