Senior Manager- Client Servicing

Location: Bengaluru

POSITION TITLE:

Senior Manager – CS, Order Management

PRIMARY RESPONSIBILITIES:

• Build a structure to have continuous governance/oversight on trainings and processes across Order Management and Subtitling Coordination, this goes across locations and specific to Lines of Services of Subtitling, Dubbing and Media Services

• Manage the timely update of documents and other material for Order Management and Subtitling Coordination across Subtitling, Dubbing and Media Services to be in line with the latest process and technology

• Be the point of contact for process improvements, training and documentation across Order Management and Subtitling Coordination

• Provide oversight and direction to the employees in your team in accordance with Deluxe policies and procedures

• Drive synergies in process and teams across Lines of Services GCO has oversight on

• Work closely with GPO on enhancement suggestions come through from Ops teams

• In charge of ensuring timely Process Change Notifications are sent out and coordinate training needs for the same y

• In charge of pre-release trainings and driving any large process change & consequent governance around the same

• Monitor and ensure trainings are best in class along with suggesting key process changes and timely implementation of the same

• Ensuring feedback is being given to the team regularly and the feedback system is fair

• Facilitate the scheduling of skip level meetings and one-on-ones with the help of the Project Managers

• Ensure employee work schedules including assignments and overtime scheduling are maintained for the team and are validated regularly

• Drive Global Partners call building synergies across location and teams

• Ensure GCO team’s knowledge is across all service lines that the org oversees and not limited to any single line of service

• Work closely with Managers from Order Management and Subtitling Coordination on training and process change needs

• Make feedback on day-to-day gaps available to Management of Subtitling Coordination and Order Management

• Team to execute the timely publishing of critical internal error (s) data via audits performed that feeds into Order Management and Subtitling Coordination individual and lead scorecards

• Work closely with T&I on modules and badging requirements for Order Management and Subtitling Coordination

• Involved in daily communication and follow-up to ensure each project flows smoothly within the timeline, receives adequate checks, and is successfully completed – projects can be to do with training, process change or change to technology that needs adoption by the teams

• Ensuring effective handovers across shifts, and reducing handover time

• Drives continuous improvement in the database and applications for increased automation and quality processes

• Liaise with ADs, setting up regular calls or meetings to exchange notes and discuss case studies

• Handle escalations for any client/product in their shift

• Collaborate with other Managers to initiate RCA for escalations for any client or major gaps in processes
• Work closely with the Senior Managers to resolve any process/training gaps at hand

• Mentoring the Project Managers and Leads assigned under you

• Participate in different projects/ideas that help the teams and the organization to meet their goals.

• Drives exceptional service standards (internal and external colleagues, external collaborators, clients, etc)

• Remains flexible and proactively helps as needed in an area of need

• Implements good, open minded, tireless commitment to team

• Excellent, transparent, and timely communication skills

• Open to work in different shifts as per business need