 Guiding, mentoring & monitoring the performance of team members for ensuring efficiency in process operations and meeting of individual & group targets Providing support in managing escalation from clients to resolve their concerns and addressing queries (customer advocacy) from other departments for a smooth operational performance Formulating SOPs, KPIs/KPAs for smooth business operations; determining areas of improvement by analyzing the reports & trends through KPIs and planning for the continuous process improvement Spearheadingend-to-end customer life cycle management from identification of prospective clients,providingworldclasscustomerservice to clients to maintaining customer satisfaction and generating repeat business