This role is scoped to manage a team, who support quality across global markets. Additionally, the manager will partner with stakeholders across regions to drive publishing and customer experience. Key responsibilities of the manager will include owning operations goals around SLA, quality and productivity, stakeholder management, staff management (hiring, training, performance and talent management), driving significant process improvement initiatives in the team and management reporting.
Key job responsibilities
1. Is the front line manager for a team, which supports conversion/quality/publisher education of titles published globally.
2. Support operations goals around SLA, quality and productivity.
3. Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
4. Executes people specific actions on coaching and and team engagement.
5. Responsible for identifying customer impacting issues, finding and implementing solutions.
6. Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues etc.
7. Responsible for achieving attrition rate.
8. Ensures high quality standards for interviewing and hiring for the team.
A day in the life
1. Responsible for building a high performance team that will achieve and exceed the charter and goals for the program.
2. Ensure effective utilization of resources to drive high team efficiency.
3. Provide inputs for operational planning.
4. Drive process improvements and meet OP targets.
5. Provide inputs for OPEX reviews.2+ years of team management experience.
2+ years of account management experience.
Experience in driving and leading process improvements.
Ability to read trends and propose changes.
Knowledge in Microsoft Office products and applications.Graduate of any degree.
Knowledge of Lean, Kaizen, Six Sigma concepts.
Experience in managing critical operational processes, with SLA responsibility.
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