Lead

Position Description
• Overall Operations Management:
o Tracking of Team resources daily activities & tasks against operations plan & communicating status
o Managing Team capacity plan
o Tracking / reporting Team operations action items & issues
o Answering teams daily questions on tasks (internal escalation point of contact before raising question/issues to corp team)
o Managing onboarding of new resources (system/tool access, infrastructure, training/ramp-up activities)
o Performing QA on any code changes to automated operations scorecard (if needed)
• Monthly Delivery: QA Management
o Quality Assurance (completing QA steps on files & exception reports created by the India team, updating delivery checklist / reporting quality issues identified in the data files / codes / Applications, ensuring team updates codes / files or business rules to resolve quality issues identified)
• Monthly Delivery: Business Rule Implementation Management
o Managing the India team to design, document, code, & test changes to the data post-processing /data hygiene business rules per the timeline in the Operations Plan
• Email Operations Management:
o Manage the India team that creates the email and RM versions of the data files to upload into CRM and Email marketing tool and execute emails in the tool
o Support team to track data & email approval responses received from the various business units.
o Resource may need to execute email in tools for some of the business if needed to provide.
• Activity Uploads Operations Management:
o Manage the India team that creates the data upload files to upload into CRM / Siebel
o Support team to track approval responses received from the businesses
• Help Support Management:
o Manage Help Support resource that supports initial responses for elp to ensure all new requests meet SLA response turnaround time
o Future – manage Help Support resource to track data analysis tasks