Manager Operations

 The key deliverables of the role will include but will not be restricted to the details below:

Essential Functions

·Manage teams and ensure SLAs are met.

·Work with supervisors for process deliverables

·Update & maintain day to day Workforce Management

·Excellent communication skills, both verbal and written

·Customer relationship and Stakeholder management

·Good knowledge of MS Office – Excel & PowerPoint

·Preparing, Reporting & Analyzing the scorecards of performance

·Identify possible alternative solutions and select the most appropriate ones.

• Level of subject matter expertise - as required to manage operations in a smooth & effective manner.
• Knowledge of CMMI & Six Sigma Tools (Preferred)

·Strong people management skills, ability to maintain high team bonding, spirit, and boost employee morale.

·Strong analytical skills to determine root causes and solve process performance issues.

Any other essential function that may occur from time to time as directed by the Supervisor.

Job Responsibilities:

·Able to lead, innovate, implement best industry practices, motivate and work as a natural team-player in the business functions

·Report, analyze and recommend Ops’ improvements considering trends observed for disputes and queries

·Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers’ demand

·Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment

·Should be able to evolve/ specify training regimen to support process training for the processes identified for transition

·Manage teams and ensure quality and productivity targets are met
Motivate team members and control attrition

·Provide coaching and feedback to team members to enable them to improve their performance

·Assist new hires such that they are productive on the floor in the shortest possible time frame

·Client Interaction, where required at the level of Supervisors

·Ensure compliance with internal policies and procedures, external regulations and information security standards

·Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc

·Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

·Conducting Business review with the stakeholders

·Good in business excellence to identify opportunity/ requirement during stakeholder interaction  for smooth functioning and customer experience

·Provide back-up assistance in the unit as needed, including every job function within the unit

·Ability to provide reporting to various levels of management