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Operation Manager

Operation Manager

Indevia

8 - 10 years

25 - 30 Lacs

Mumbai

Posted:4 hours ago| Platform:

Apply

Skills Required

BPO Service delivery Team management Operational excellence Project management Customer service delivery operations Operations Recruitment Productivity improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description - Service Delivery & Operations:

Responsible for ServiceDelivery, driving SLA metrics and providing leadership in dealing with overalloperational and client issues. Ensuring that the clients are satisfied with theperformance.

Responsible for OperationalExcellence & Productivity improvement Initiatives & Implementations.

Managing team functions andutilizations, viz. workforce planning, facilitating recruitment, selection,induction, performance appraisal, training, etc., in line with overall businessgoals.

Manage Transition of newclients, redesign processes, and identify process transformation opportunities& projects.

Conduct periodic reviewswith managers and drive corrective action where required in order to ensuredelivery predictability.

Identify opportunities forwork redesign, workflow enhancement, shift utilization, Staff mix, and staffutilization in order to meet / exceed internal financial goals.

Leadership:

Builds and maintains a departmentalstructure, operating standards, and practices that are responsive and adaptableto evolving business needs.

Develops and implements atalent plan to ensure the right people are in the right place at the right timeto meet the organization\u2019s strategic needs.

Manages employeeperformance by establishing clear goals and expectations, tracking progressagainst the goals, ensuring timely feedback, and promptly addressingperformance problems and issues.

Manages direct reports to demonstratethe ability to effectively manage and develop their assigned staff.

Team Management:

Shares knowledge, mentor,and educates the organizations staff regarding the companys vision,opportunities, and challenges.

Ensure company operationhurdles are resolved in a timely and cost-effective manner.

Supervise staff inaccordance with the operational and revenue objectives.

Coordinate resourcedeployment across all processes for the engagement (Team Size, Span, ShiftUtilization, Skill sets) in order to ensure budget & pricing assumptionscompliance.

Identify training needs forteam members.

Requirements
Requirement:

Masters or a bachelors degree in commerce with 8 - 10+years of experience or in a related field. Experience in a BPO will be anadded advantage.

Leader with a service mindsetwho takes pride in growing the people she/he leads.

Deep understanding of howto use accounting to create value for the client.

Passion for using the besttools available to transform accounting. ( Knowledge on Microsoft Dynamics, Sage 100, Quick books - highlypreferable)

Entrepreneurial spirit whois excited by the prospect of rapid growth.

Demonstrated ability tolead a team of professionals to higher levels of performance.

Excellent interpersonalskills in dealing with peers, superiors, and staff.

Excellent oral and writtencommunication skills in English. Able to interact with US clients and prospectsvia phone, email, and in person.

Keep up to date with industry standards and technology changes to help build robust systems and provide ideas for integration.

Excellent interpersonalcommunication skills with a strong orientation toward customer service and theability to communicate technical information effectively to technical andnon-technical audiences.

Process-driven with a strong Project Management and Product Owner Mindset

Benefits
Cultural fit:

Of necessity, IAPL/IAI has evolved a consultativemanagement style

We understand that staff attrition has a high cost. Weinvest in hiring rare, responsible people and allow them a great degree of autonomy.

A top-downauthoritarian style will not work.

Job location and compensation:

Mumbai

Compensation:Competitive with profit participation and bonus payouts

Preferred skills andqualifications

International business experience

Valid US visa

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Indevia

Financial Technology

New York

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Operation Manager