Position
Operations Manager
Role Description
- Manage people and overall performance of program span
- Role requires a combination of leadership, strategic planning, and hands-on management to ensure that both the workforce and business processes are aligned to meet organizational goals
- Provide ground level assessment and recommendations on processes with respect to process re-engineering
- Extensive interaction with business users, senior management and IT personnel
- Lead client engagements, ensuring consistent service delivery
- Regularly reviewing employee performance and departmental outputs to ensure goals are being met, and identifying areas for improvement
- Create account strategies to maximize client satisfaction, business impact, employee engagement and human capital development
- Lead Assistant Managers (AMs) based on evaluation of metrics performance and of non-metrics-based parameters; and develop corresponding action plans. Provide periodic feedback and coaching
- Conduct quarterly and annual appraisals for Assistant Managers
Qualifications and Experience
- Minimum 15 years of education with a graduation degree/diploma or equivalent
- Minimum three years of relevant work experience
Key Minimum Skills
- Demonstrate experience and capability to manage projects independently
- Strong people management and leadership skills
- Capability to conduct an appraisal discussion and assess different levels of performance and potential
- Excellent written and verbal communications skills
- Appreciation of the domain needs of the process and its key drivers
- Reasonable level of business perspective regarding the internal functioning of BPO (business process outsourcing) and Supplier’s organization
- Good networking capability and client facing skills
Other Tasks and Routines
- Daily touch point on Attendance
- Work with AMs and WF team daily to manage SLAs and KPIs
- Work with AMs and WF team in reviewing weekly IDP
- Fortnightly coaching and performance discussion with AMs
- Weekly performance discussion with the client
- Overall POC in managing client escalation trackers and ensuring timely feedback, actions taken and closure (e. g. IIRIS, Peer Feedback, ECP etc.)
- Work with Co-Managers in OGM data gathering and reporting team’s overall performance
- Participate in hiring requirement and screening