Oversee daily backend operations and ensure timely, accurate delivery within SLAs. Monitor productivity, quality, TAT, accuracy, backlog, and other operational KPIs. Manage client relationships, escalations, reviews, and service delivery. Lead, coach, and manage operations teams, driving accountability
Develop and implement the organizations Total Quality Management (TQM) strategy and quality standards. Monitor and improve quality performance across all business units and client accounts. Lead quality assurance, process improvement, and compliance initiatives to enhance operational performance. Analyze
Manage day-to-day manpower outsourcing operations, including workforce planning, recruitment coordination, deployment, redeployment, replacement, and demobilization. Ensure client manpower requirements are consistently met in terms of headcount, qualifications, competency, and timely deployment. Manage client relationships, workforce reviews, complaints, escalations,