FIRST LINE MANAGER (FLM) L1

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.

Key Responsibilities

• Process Execution & Client Management:
• Ensure process is executed as per the client contract.
• Conduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift to drive focus on quality and adherence to contract compliance processes.
• Prepare notes from huddle meetings and share them with the team.
• Prepare and share the performance data of the team with the client at the end of the shift.
• Interact with the client and prepare notes to share updates and changes with the team.
• Review performance on key process metrics and conduct RCA (Root Cause Analysis) to improve quality parameters.
• Prepare presentations on weekly and monthly performance data for the manager to share with the client.
• Collaborate and influence internal key stakeholders to manage and resolve issues for flawless delivery of projects.
• Participate in discussions between the manager and WFM (Workforce Management) team on forecast and agent requirements.
• Organize fun hours on Friday for the team to promote team engagement.
• Identify opportunities for automation within the account and share them with the manager.
• Provide details and data to the automation team to support automation initiatives.
• Performance Management & Development:
• Drive team performance on identified metrics of the process.
• Review last 6-8 weeks performance data (RAG - Red, Amber, Green) and identify low performers.
• Provide feedback and coach outliers/low performers to improve their performance metrics.
• Prepare Performance Coaching & Counselling Plan (PCCP) to document and support low performers.
• Handhold employees on process performance and monitor for improvements.
• Identify training needs for new joiners and track their daily progress.
• Conduct process trainings and refresher trainings to bridge capability gaps or if there are client-driven changes.
• Stakeholder Interaction & Management:
• Coordinate with internal and external stakeholders to ensure compliance and quality in account delivery.
• Interact and engage with the client manager to communicate and update progress against the account plan, project delivery, etc.
• Participate in monthly review meetings with Account Delivery leadership, updating them on account status and progress.
• Work with the quality team to ensure quality improvements as per contract delivery standards.
• Provide timely assistance in case of an escalation and support resolution of escalations/issues.
• Team Management:
• Resourcing: Hire adequate and right resources for the team.
• Talent Management: Ensure adequate onboarding and training for team members to enhance capability and effectiveness. Build an internal talent pool and ensure career progression. Manage team attrition. Drive diversity in leadership positions.
• Performance Management: Set goals for the team, conduct timely performance reviews, and provide constructive feedback to direct reports. Ensure Performance Nxt is followed for the entire team.
• Employee Satisfaction and Engagement: Lead and drive engagement initiatives for the team. Track team satisfaction scores and identify initiatives to build engagement within the team.

Requirements & Tech Stack

• Mandatory Skills: Investment Banking (Loans)

Qualifications

• No specific qualifications explicitly stated in the raw text.