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DP World
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Manager

Manager

DP World

7 - 12 years

8 - 12 Lacs

mumbai navi mumbai

Posted:1 day ago| Platform:

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Skills Required

change management automation due diligence performance management resourcing incident management customer experience continuous improvement analytics auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Delivery Operations Control

Ensure SLA/OLA adherence, TAT, accuracy, and customer experience (CX)/satisfaction targets (NPS)
Own daily/weekly production plan, capacity, and throughput across all teams in scope
Prioritize queues; manage escalations; remove blockers; enable TLs to schedule and assign work
Govern end to end process health: input quality, processing controls, output delivery, feedback loops
Approve exceptions and non standard handling with documented rationale

People Leadership Capability

Build a high performing team culture; coach Team Leads on planning, feedback, and performance
Own workforce planning (FTE, skill mix, work continuity), hiring decisions, onboarding and ramp plans
Define role expectations and career pathways; drive Individual Career Development Plans (IDP s), training, and certification (as necessary) for TLs SMEs
Manage performance cycles, lead PIP/recognition; succession planning for critical roles

Performance Management Analytics

Establish KPI framework; review daily/weekly scorecards with TLs, course-correct proactively
Drive root cause analysis (RCA) using data; track corrective/preventive actions (CAPA)
Publish monthly/quarterly business reviews (MBR/QBR) with trend insights and improvement plans

Stakeholder Management Customer Experience

Act as single point of accountability for business stakeholders, align on SLAs, demand, and change
Run structured governance forums (MBR/QBR); manage cross functional dependencies and comms
Capture VoC/NPS; ensure actioned feedback and transparent status updates

Process Excellence Continuous Improvement

Own Lean/Six Sigma pipeline: map processes, digitize, eliminate waste, standardize SOPs
Prioritize opportunities, remove roadblocks, track benefits realization
Ensure robust knowledge management: SOP currency, version control, handbooks, job aids

6) Risk, Controls Compliance

Ensure policy adherence, regulatory compliance, data privacy, and internal controls
Run risk registers and control testing cadence, close audit actions on time
Define escalation paths, segregation of duties (SoD), and exception approval limits

7)
Technology, Automation Transformation
Champion automation, RPA, manage business requirements document (BRDs)
Govern change management (UAT, training, hyper care) track stabilization metrics
Partner with IT on application/platform performance, access controls, and incident management

8 )
Governance Escalation
Operate a tiered governance: Daily huddles, Weekly Ops Reviews, MBR/QBR with stakeholders
Maintain a Risk Escalation matrix; resolve escalations within timelines; record decisions
Ensure documentation hygiene: SOPs, playbooks, RRs, training logs, risk control evidence

9)
Transition, Migration Scaling

(Applicable based on Operating Model)
Lead transitions (from functions) with structured TOM, due diligence, and cutover plans
Secure resourcing, training, SOP sign-off, and hyper care. Sign off on steady state readiness
Scale capacity and standardize global templates; manage demand/surge plans

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