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 cases
Act as checker for critical cases and manage escalation queues
Monitor daily absenteeism and ensure productivity continuity
Allocate workloads based on case complexity and risk
Develop strategies for clean-up activities and process optimization
Responsibilities: Governance & Reporting
Validate client/vendor reports and team queries
Collect dashboard requirements and prepare performance review decks
Track daily operations , analyze service delivery, and highlight process variances
Conduct audit reviews , initiate corrective actions, and maintain SLA adherence
Responsibilities: Training, Policy & Knowledge Management
Conduct knowledge transfer and product/market training sessions
Handle edge cases and contribute to policy refinement
Lead calibration and quality alignment sessions across reviewers
Share best practices and promote continuous improvement culture
Responsibilities: People & Team Leadership
Allocate tasks and workflows , ensuring coverage across sub-processes
Conduct team building, coaching, and performance appraisals
Identify training needs and deliver refresher/process training
Manage attrition, absenteeism, and early warning indicators
Support recruitment and onboarding , including KT sessions for new members
Responsibilities: Customer Relationship Management
Act as primary contact for internal/external customers for process deliverables
Provide updates, reports, and performance metrics to customers
Resolve customer escalations and gather feedback to feed into improvement loops
Responsibilities: Resource & Program Management
Ensure optimal resource utilization via cross-training and buffer planning
Interface with cross-functional teams to secure support and alignment
Lead program delivery ensuring adherence to timelines, quality, and client expectations
Other Requirements
Travel readiness : up to 10% (domestic/international)
Education: Bachelor’s degree preferred
Tools: Familiarity with CRM systems, MS Excel, PowerPoint , QA/QC exposure