VU

Senior Group Manager - Process Training

Mumbai ₹2-6 LPA Posted 17 Jun 2025

FULL TIME

Data Analysis

Stakeholder Engagement

Operations Management

Process Improvement

Owns all Team SLAs
Manages all client conversations on a day-to-day basis
Leads & drives Reservation and General Booking Teams to ensure compliance to all defined SLA metrics
Provides detailed insights to the business and manages customer expectations
Anchors operations team for meeting defined milestones and monthly/quarterly/annual deadlines
Facilitates and coordinates all team requirements including governance and reporting
Attends meetings within the program or with other departments as necessary
Listens to calls and provides coaching and feedback to associates from a language perspective
Demonstrates business/process knowledge
Communicates effectively with internal stakeholders and occasionally with end clients
Possesses analytical ability and understands business impact of metrics
Manages multiple teams and locations by providing and driving KPIs
Understands Operations SLA and its impact on business
Liaises with stakeholders to identify and execute process improvement projects
Analyzes data and suggests revenue-enhancing measures
Maintains vertical hygiene by ensuring reports, data, and documents are up to date
Acts as a mentor, fostering learning and teamwork within the team