*SLA Process compliance, Resource Planning, Business process improvement *Knowledge of operation management *Driving Daily/Weekly/Monthly Governance calls with client. *Prepare/review the process definition & documentation for the specific process within purview to enable manager to finalize the TO BE Process *Co-Ordinates and conduct training for the team in order to ensure right skilling *Monitors/ ensures process compliance and periodically updates SOP changes as required as part of the quality plan in order to ensure adherance to process steps *Resolves escalations from the process owners in order to ensure stron customer relationships *Provide feedback on error transaction and conducts RCA with help of quality SPOC *Self-starter, having a proactive approach in terms of process improvement, identifying risks and engaging client. *Ability to handle multiple tasks and adherence to on time delivery. *Understand the contractual requirement for the process and deliver the same. *Sound decision-making *Excellent written and verbal communication skills *Good attention to detail