Assistant Manager - HR at B2R Technologies Pvt. Ltd.
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Assistant Manager - Sales - Mortgage (4-8 yrs)
Reviews of Process Queues and initiating Quality Improvement Plans. Achieving key SLA regularly.
Analyses & improves processes to meet client's needs
Manages client interactions
Ensures the team members have access to training and development opportunities including cross-skilling
Managing the AHTs and making sure delivery is happening within the AHTs.
1. Managing team - shrinkage, attrition, Quality, Productivity and AHTs
2. Report to management regarding the progress and taking responsibility for ramp up.
3. Maintaining MIS and publishing on regular Interval, team coaching and Feedback. Preparing and presenting dashboard to internal and external parties.
4. Error analysis, action plan and Process Improvement plans - update management and client calibrations on errors/update.
5. Updating the SOP and other training material and getting this signed off from the client.
6. Preparing next line of leaders in the team - Grooming to the next level, Cross training of the team in all queues.
7. Reward and Recognition - team activities, appreciations and publishing and discussing performance on daily basis.
8. Deal effectively with complex and sensitive issues.
9. Knowledge of methods, practices, and terminology used in Mortgage Services, pertinent rules, laws, and policy regarding US mortgage process.
10. Communicate effectively, clearly, and concisely, both orally and in writing.
