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Firstsource
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Manager - Operations

Manager - Operations

Firstsource

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:3 days ago| Platform:

Apply

Skills Required

business process mining change management automation performance management healthcare analytics financial services client management auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Company ProfileFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role & Responsibilities:

Leadership & Functional Skills

Sufficient experience, including supervisory experience, to maintain an in-depth understanding of the organization and business and handle problems and issues that arise, and solve problems without precedents or guidelines

Exceptional verbal and written communication skills and presentation skills

Process driven, self-starter, possesses high degree of skills with time management, people management, discipline, negotiation

Work with all levels across the organization both at FSL and clients

Foresee risks, be proactive and predictive while developing mitigation plans for the program

People Management

Manage through indirect authority and matrixed organization structures

Manage multiple geographies and understand the cultural nuances

Ensure strong employee communications in the program through different forums, employee engagement etc.

Network with other organizations to maximize best practices

Building effective teams and developing direct reports

Business Performance

Maintaining client Service Level Agreement Standards (SLA s) & client satisfaction

Manages BU operations to meet revenue budget and other financial goals while meeting customer expectations

Identifies cost saving opportunities

Structured and periodic performance management

Support and engage with other ad-hoc projects and Organization Development tasks, as required

Client Management

Ensure proactive client feedback while aligning priorities to Client SLA deliveries

Actively engaged with Client Relations team for support and expectation management

High priority escalation handling and close loop management

End to end ownership of client management, including but not limited to daily / weekly / Quarterly reviews

Process Capabilities and Innovation

Ensures business continuity strategies, global and local, are established and maintained

Establishes audit and review procedures to assess adequacy and efficiency of the procedures

Responsible for identifying all mining opportunities within the program

Leverage available and new technologies to increase productivity efficiencies and experiences in the program

Educational/Professional Qualifications:

Must be a Graduate

Minimum 2 years of work experience as Senior Operations Manager

Required Skills:

Prior experience in Chat process. Added value if has banking experience

Ability to work on various Automation projects for the BU

Good Analytical Skills

Should be quality driven.

Good knowledge of MS-Office (Excel and Word).

Proficiency in Grammatically correct English Communication (Verbal & Written)

Problem Solving, Change Management & Rapport building skills

Exhibits Accountability & Ethical Behavior

Collaborative, Creative & Consultative

Willing to take on challenging assignments.

Willingness to work shifts and during holiday / weekend.

Ability to work under pressure and deliver on time as per specifications

Presentation skills

Socially Confident, patient, and positive mind-set

Post-Graduation/master s degree will be an added advantage

Competencies that will be Assessed:

Operational & Technical competencies

Leadership & People Management

Strategic & Business Acumen

Interpersonal & Communication Skills

Disclaimer:

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

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