• Level one escalation point for the client and the senior management for a specific shift
• Interface with clients frequently and maintain an excellent relationship with them
• Handle escalated calls from clients • Customer Service Orientation / focus
• Inter-cultural Competence / Diversity
• Communication skills
• Oversee and coordinate the day-to-day shift activities
• Responsible for quality and timely completion of all projects
• Manage production capacity on the shift
• Responsible for shift schedule
• Ensure workflow in adherence with the project life cycle.
• Initiate projects as and when required • Innovation
• Adaptability / Flexibility
• Problem solving
• Quality
• Result orientation
• Passion for action/ initiative
• Decision making
• Presence of mind
• Open to learn, achieve / excel
• Manage a team of graphic designers, project coordinators, quality control specialists
• Develop strong inter-personal relationships with the team
• Coach and counsel team members
• Develop an environment that provides motivation and development opportunities for the team
• Introduce and implement initiatives for team development
• Support and develop direct reports in their work
• Recognize and reward performance and ensure welfare measures are carried out • People Management Skills
• Conflict Management
• Team Effectiveness
• Facilitation / Group Moderation
• Impact and Influence
• Change Leadership
• Professionalism
• Accountable for data tracking and authenticity for shift utilization, capacity, accuracy of projects, attendance, training, productivity, deadline adherence and quality, etc
• Ability to analyze present data
• Responsible for authenticity of data maintained • Analytical Skills
• Manage resources to reflect the team’s P&L
• Assemble the team P&L statement for the OAM on a weekly basis • P&L understanding
• Ensure adherence to security norms including print and electronic security and physical access procedures in the team
• Ensure appropriate security for all desktops, printers and any other IT equipment used by the team
• Ensure all members of the team go through security and compliance awareness programs as per policy • Organization Awareness
• Knowledge of OfficeTiger security management system
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