Operation Manager- Night Shift- Bahadurpally- Retail and service desk

Please share cvs to sd00838847@techmahindra.com

Role and Responsibilities:

• Front end Client interactions daily/weekly
• Monitor and Analyze the actual performance data and ensure SLAs are being met
• Coach and monitor Associate Managers in day-to-day operations &people management
• Analyze reports for team performance on processes
• Escalate issues in a timely manner across functions and suggest alternative approach
• Ensure adherence to the process deliverables (KPI's)
• Ability to proactively seek, pre-empt and prevent bottlenecks by implementing practical

solutions within tight deadlines

• Review/audit transactions at process level
• To create a conducive and stimulating environment for the teams to accomplish their goals
• Must keep a track of monthly Billability and Capacity Plan as per client requirement
• Should be able to handle all types of internal & external Audits
• Supervise and support team members to ensure that delivery is consistent with or exceeds

client's quality service standards

• Working closely with ops & support managers to manage the Team and Individual Performance,

drive action plans for the team

• Represent the organization and participate in client visits/meetings
• Groom & Retain Top Talents
• Report status to the Delivery Manager
• Work closely with all support function teams
• Maintain healthy working environment across all teams
• To continually strive for process improvements

Applicants Specifications & Qualification:

• Excellent presentation and analytical skills
  • Should have excellent problem solving capabilities and lateral thinking skills • Must be excellent in PowerPoint and data reporting skills • Comfortable in working 24*7 work environment • Excellent understanding of Quality & Operational metrics • Should understand how P&L is driven • Understanding of the business situation and capability to address issues • Flexible to change, Multi-tasking & Interpersonal skill