Manager

Job details
• Proposed designation
Manager • Role type
Supervisor including delivery responsibility • Reporting to
Associate Director or Director • Geo to be supported
US • Work timings
11:30 AM to 08:00 PM
Roles & responsibilities

The QPR Program Administration & Operations Support Officer provides end-to-end administrative and operational support for the Quality Performance Review (QPR) program. This role is responsible for coordinating review activities, managing reviewer logistics, maintaining program documentation and dashboards, administering collaboration tools, and supporting the successful execution of multiple concurrent reviews

The successful candidate will have scope to regularly practice complex problem solving and have frequent exposure to a variety of senior stakeholders within client-facing teams; fostering and maintaining these relationships is key to success in the role.

This will include:
• Lead, coach, and develop a high-performing team, ensuring appropriate resourcing, capability building, and succession planning aligned to current and future business needs. • Ensure timely and accurate delivery of QP processes in accordance with established SOPs, policies, quality standards, and SLA requirements. • Partner closely with onshore stakeholders to ensure adherence to policy, regulatory, and risk management requirements. • Set team objectives, provide ongoing coaching and feedback, and oversee performance management and talent development activities. • Own and monitor operational KPIs, utilization, productivity, and quality metrics, driving corrective actions where required to optimize performance. • Establish and maintain a robust governance framework, providing regular reporting, stakeholder updates, and operational insights. • Drive continuous improvement initiatives through process reviews, workflow optimization, automation opportunities, and best practice adoption. • Ensure quality standards are consistently achieved, identifying trends and implementing sustainable remediation actions. • Support the stabilization and transition of new services or processes, ensuring effective knowledge transfer and operational readiness. • Apply strong risk awareness and professional judgment to identify, assess, and escalate potential risks and issues in a timely manner. • Act as a subject matter expert for risk-related queries, providing guidance and consultation to internal stakeholders. • Foster a culture of accountability, collaboration, and continuous learning to prepare the team for changing demands, peak periods, and strategic initiatives. • Build team engagement and motivation while effectively managing capacity to meet evolving business priorities and workload fluctuations. • Support the team by spending at least 50% of the time in delivering work requests or production cases. • Ensure team goals and objective are met on the following tasks: - Maintain and update QPR focus areas, review selections, and program documentation. - Coordinate reviewer assignments, conflict checks, and Independence participation requirements. - Create and administer Teams channels, questionnaires, answer sets, and review repositories. - Manage access requests to review platforms, document retention systems, and collaboration tools. - Schedule and coordinate kick-off meetings, training sessions, office hours, review check-ins, and closing meetings. - Distribute review selections, notifications, surveys, and reminder communications. - Monitor review progress, track completion milestones, and provide status updates to leadership. - Support escalation and resolution of operational issues involving reviewers or engagement teams. - Maintain program dashboards, trackers, reporting repositories, and review metrics. - Archive completed reviews, remove access permissions, and ensure compliance with record retention requirements. - Assist with continuous process improvement and automation initiatives.
Educational qualifications
• Qualifications: Graduate or a post graduate degree from Tier 1/Tier 2 institute
Work experience
• Postgraduate with 10+ years of experience and for graduate with additional 3 years of experience. Preferred technical & functional skills • Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations without compromising on quality, and ethical standards and values • Previous experience in risk identification, analysis and mitigation • Willing to work hard, enthusiastic, and self-motivated • Ability to follow instructions clearly and demonstrate attention to detail • Strong commitment, multi-tasking, and strong work ethics • Self-motivated to prepare high quality work first time • Receptive to constructive feedback • Individuals must be professional, excellent communication skills - verbal and written • Ability to thrive in a dynamic team environment

Educational qualifications
• Qualifications: Graduate or a post graduate degree from Tier 1/Tier 2 institute
Work experience
• Postgraduate with 10+ years of experience and for graduate with additional 3 years of experience. Preferred technical & functional skills • Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations without compromising on quality, and ethical standards and values • Previous experience in risk identification, analysis and mitigation • Willing to work hard, enthusiastic, and self-motivated • Ability to follow instructions clearly and demonstrate attention to detail • Strong commitment, multi-tasking, and strong work ethics • Self-motivated to prepare high quality work first time • Receptive to constructive feedback • Individuals must be professional, excellent communication skills - verbal and written • Ability to thrive in a dynamic team environment