Manjunath Murthy

• Developed and implemented strategies to improve customer satisfaction levels.
• Analyzed customer feedback surveys results to identify opportunities for improvement.
• Ensured SLA compliance and maintained service delivery quality standards.
• Monitored team performance, identified areas for improvement, and provided feedback and coaching.
• Analyzed customer feedback data to identify opportunities for improvement.
• Resolved escalated customer issues in a timely manner according to established procedures.
• Developed operational policies and procedures related to service delivery management.
• Reviewed existing service level agreements and proposed changes when necessary.
• Established relationships with external stakeholders to support service delivery operations.
• Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
• Maintained up-to-date knowledge of industry trends and developments.
• Assisted in developing budget plans for various projects related to service delivery management.
• Contributed to internal and external account reviews.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Coordinated new hire recruitment, training and development.

Core Leadership and Management:

• Leading and Motivating Teams:This involves setting clear goals, communicating effectively, and fostering a positive and collaborative work environment.
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• Performance Management:Regularly tracking team performance, providing constructive feedback, and identifying areas for improvement.
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• Training and Development:Ensuring team members are adequately trained on processes, procedures, and relevant technologies.
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• Delegation:Effectively allocating tasks and responsibilities based on team member strengths and skills.
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• Conflict Resolution:Addressing and resolving conflicts within the team in a fair and constructive manner.
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• Problem Solving:Identifying and resolving issues that may impact team performance or client satisfaction.
• Monitoring KPIs:Tracking and reporting on key performance indicators to measure team success and identify areas for improvement.
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• Client Management:Communicating with clients, understanding their needs, and ensuring that the team meets their expectations.
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• Quality Control:Implementing and maintaining quality standards to ensure a consistent and high level of service.
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• Process Improvement:Identifying and implementing process improvements to enhance efficiency and effectiveness.

Key Responsibilities of a Team Lead:

• Setting Goals and Objectives:Team leads are responsible for translating company goals into actionable objectives for their team.
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• Delegating Tasks:They effectively distribute tasks based on team members' skills and strengths, ensuring a balanced workload.
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• Monitoring Progress:They track the team's progress, identify potential roadblocks, and take proactive steps to address issues.
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• Providing Feedback:They offer constructive feedback to team members, both positive and negative, to help them grow and improve.
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• Facilitating Communication:They ensure clear and open communication within the team and with stakeholders, fostering collaboration and information sharing.
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• Motivating the Team:They inspire and motivate team members, creating a positive and engaging work environment.
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• Coaching and Mentoring:They provide coaching and mentoring to team members, helping them develop their skills and reach their potential.
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• Problem-Solving:They address challenges and conflicts that arise within the team, finding solutions and ensuring smooth operations.
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• Managing Operations:They handle the day-to-day operations of the team, ensuring efficient workflows and effective resource utilization.