Manager ( Night Shift )

The Manager is responsible for directly managing the operational day-to-day activities to achieve the delivery of service excellence.

Job Summary
The Manager is responsible for directly managing the operational day-to-day activities to
achieve the delivery of service excellence for the team.

Essential Duties and Responsibilities include the following: Other duties may be assigned.
· Establish and maintain project management
· Drive customer satisfaction by providing high quality of service
· Coach and mentor team members
· Proactively highlight risks and provides with a set of plans and options
· Manage SLAs
· Root cause analysis of defects and issues
· Establish metrics to drive continuous improvement of work area(s).
· Implement and maintain Knowledge Management framework
· Seek and respond to development feedback

Supervisory Responsibilities: Supervision of other personnel is required in this
position and these include:
· Provide work direction and guidance to team members: ensure accuracy of the work
of team members, their ability to operate under deadlines and to work on multiple
tasks
· Conduct performance appraisals for team members along with the Project Manager,
provide input into the learning and career plans for team members
· Identify training needs of team members and provide coaching support to them
· Conduct training through academy and induction of own team members
· Support recruitment efforts for campus and off campus hires
· Responsible for team development and motivation, plan team activities and events
· Conduct Knowledge transfer sessions for new joiners in the project team
· Facilitate knowledge sharing and capture within and across teams

Degree of Independence/Supervision required
· Require minimal supervision on the job
· Works independently with functional/ business requirements and follow principles
of project management and quality guidelines when designing and implementing a
solution
· Refers to supervisor typically for exceptions
· Articulate, reliable and self-motivating
· Ability to work US/CA hours (from 17:00 pm to 02:00 am) + Working from home