The purpose of the role is to drive operational performance in sourcing with a focus on lead generation and validation metrics. The manager is responsible for managing daily operational targets to ensure consistent delivery and maintaining strong client relationships through structured weekly, fortnightly, and monthly progress reporting. The role also includes recruiting, onboarding, and conducting performance appraisals for internal associates, as well as ensuring full alignment with client policies by updating and disseminating guidelines across the team.
Responsibilities: Operational & Quality Oversight
Oversee verification and quality of processed casesAct as checker for critical cases and manage escalation queuesMonitor daily absenteeism and ensure productivity continuityAllocate workloads based on case complexity and riskDevelop strategies for clean-up activities and process optimizationResponsibilities: Governance & Reporting
Validate client/vendor reports and team queriesCollect dashboard requirements and prepare performance review decksTrack daily operations, analyze service delivery, and highlight process variancesConduct audit reviews, initiate corrective actions, and maintain SLA adherenceResponsibilities: Training, Policy & Knowledge Management
Conduct knowledge transfer and product/market training sessionsHandle edge cases and contribute to policy refinementLead calibration and quality alignment sessions across reviewersShare best practices and promote continuous improvement cultureResponsibilities: People & Team Leadership
Allocate tasks and workflows, ensuring coverage across sub-processesConduct team building, coaching, and performance appraisalsIdentify training needs and deliver refresher/process trainingManage attrition, absenteeism, and early warning indicatorsSupport recruitment and onboarding, including KT sessions for new membersResponsibilities: Customer Relationship Management
Act as primary contact for internal/external customers for process deliverablesProvide updates, reports, and performance metrics to customersResolve customer escalations and gather feedback to feed into improvement loopsResponsibilities: Resource & Program Management
Ensure optimal resource utilization via cross-training and buffer planningInterface with cross-functional teams to secure support and alignmentLead program delivery ensuring adherence to timelines, quality, and client expectationsOther Requirements
Travel readiness: up to 10% (domestic/international)Education: Bachelor’s degree preferredTools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure
