Manager- Operations

Position Summary

To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates

Primary Responsibilities

Process Management & Improvement

1) Drive & achieve productivity enhancements

2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns

3) Oversee migration & stabilization of new processes

4) Periodically review process & regulatory requirements & ensure compliance

5) Review FTE requirements, shift plans & capacity planning

6) Initiate, Execute & Facilitate process improvement initiatives/projects

7) Integrate domain knowledge & business understanding to create superior solutions for the client

8) Must clear at least one certification a year

People Management

1) Conduct regular meetings with team leaders & resolve concerns

2) Conduct skip level meetings with team members & resolve escalations

3) Own rewards & recognition schemes for assigned processes/teams

4) Oversee L&D trainings for self & team leaders

5) Oversee staff domain certifications

6) Ensure completion of process certifications by all staff (Team leads & associate ) within predefined timelines

7) Liaise with recruitment team for recruiting new team members

8) Identify & facilitate movements within the division for team leads .

Customer Service & SLA Delivery

1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

2) Manage client relationships and escalations

3) Strategic Initiatives

4) Explore opportunities to move processes to the GSC satellite office

5) Participate in special projects/organization wide initiatives .

Additional Responsibilities Skills and Competencies

1) Strategic Thinking

2) People Management

3) Transformational Leadership

4) Process Focus

5) Client Management

6) Innovation Focus

7) Ability to learn & drive change

8) Impact & Influence