Operations Manager

Job Description

Job Description - Operations Manager PDS Profile: Manage and lead a team of Analyst, Associate/Deputy/Technical Managers responsible for providing technical support via email & chat to customers in the Ads business. Responsible for the teams performance in meeting the defined Service levels and Quality parameters of the process Responsibilities: Monitor & Evaluate cases status Hold SMs accountable for cases management Real time triaging of multiple transactions on an hourly basis Ensure capacity is met across all regions for different(Channels/Skills)etc.. Own the OOO and In-scope decision making by working with the SMEs Single point of ownership for ensuring metric such as CSAT, TRT, TAT..etc are met Lead all client meetings, understand client requirements and strategize to meet the same Proactively manage client escalations and ensure deliverables are processed within stipulated time Encourage team members to drive performance improvement initiatives and enable them to do the same Lead program level improvement initiatives Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process Responsible for closure of annual appraisals for your team and budgeting for the entire process Drive performance improvement initiatives within the team with full ownership as and when required Support senior management team in driving program level improvement initiatives Minimum Qualification: Educational Qualification: B Tech Experience: At-least 12 years with minimum 7 years team management experience in a similar operational setup Skill requirement General Must have sound knowledge of operations/project management Must have demonstrated process improvements in past assignments Excellent team and people management skills Excellent communication skills Strong problem solving and analytical skills Experienced in managing a technical services/support team Result oriented with great attention to detail Experience in a client facing role Must be comfortable working in a 24/7 process Analytical Strong excel skills with the ability to analyze data, draw inferences and derive an action plan to improve process performance Must be able to show quantitative impact of various improvement initiatives Communication Excellent English communication skills, both written and verbal Strong interpersonal skills Customer Focus Proactive in identifying issues and providing solution/devising an action plan to avoid or reduce impact on process performance Experience in working in a dynamic and fast paced environment Proactively drive closure on all client requirements Should have handled multicultural clients and excelled at it Good to have: MBA degree Any kind of Project Management Certification (Eg: PMP, COPC etc)