Operations Manager

Role and Key Responsibilities :

 Analyse and maintain all Client Service Level Agreements; implement improvement

plans as needed

 Selecting, training, developing, and managing performance of direct reports and their

associates; including planning and assigning work for staff in accordance with the

organization's policies and applicable legal requirements

 Manage and review operational reports (Attendance adherence, PFP, Client scorecard,

Metrics management reports)

 Create and maximize relationships with client partners

 Provide leadership and guidance to direct reports to ensure consistent administration

of company policies and standards; define and implement any corrective actions

needed to meet operational performance targets

 Conduct regular one-on-ones with direct reports to review individual performance, the

performance of their team and offer on-going developmental coaching

 Create a positive work environment through employee engagement; resolve employee

relation issues in a professional and timely manner

 Participate in cross functional meetings to review information received from

operational support functions - Training, HR, Quality, WFM, TA.- and partner to define

action plans that resolve issues and drive continuous improvement

 Implement best practices and over-deliver for clients, drive consistent performance,

evaluate staffing needs, with input from BD and Client and make adjustments to meet

changing requirements

 Attend business reviews with the client

 Handle a team of team leaders

Key Skills and knowledge :

 8+ years’ experience in International Customer Service,

 Experience in managing international voice clients preferably in

Banking/Insurance/Healthcare

 Experience in managing large teams with 125+ frontline staff

 Experience in managing Team Leaders/Supervisors

 Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting

 Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as

and when needed

 Establish a course of action for self and others to accomplish specific goals

 Demonstrate ability to coach and develop action plans, which maximize performance,

and provide effective feedback

 Demonstrate ability to analyse and improve work processes; establish a course of action

for self and others to accomplish a specific goal

 Work well under pressure and follow through on items to completion while maintaining

professional demeanour

 Excellent oral and written communication skills. Ability to effectively present

information to internal and external associates

 Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-

oriented business environment

 Demonstrate ability to mentor, coach and provide direction to team members

 Willingness to work in a flexible schedule

Educational qualification: Graduation