Operations Manager KPO

Key Responsibilities:

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
• Establish & Manage Relationships / Engagement with the Clients.
• Team Management organizes resources, sets goals, carries out strategy from Executives and clients on a day to day basis; reporting responsibilities.
• Responsible for following agreed governance model, escalation & communication plan.
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the process and corporate policy rules to be adhered to.
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules.
• To monitor and document work schedules of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.
• Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates.
• Ensure that all audit related issues are brought to a closure.
• Identify and drive continuous improvements and initiatives in process.
• Coach & mentor Team Lead and Associate Manager so that they are able to manage their teams better.
• Hiring of team leads and associate managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management is managed well.
• To ensure that all internal customer/ external queries are followed up on a timely basis.
• Collaborate with internal teams.
• To be the Key contact for all queries with specific business assigned.
• Work in sync with other site leads and Managers to create and maintain uniform processes.
• Provides inputs, towards hiring and also assists with the interviewing process.
• Contributes towards the achievement of the company's strategic and operational objectives.
• Monitor and manage operational costs.

Skill Set:

• Strong leadership skills with the ability to lead and motivate the team to achieve set goals.
• Excellent communication skills(verbal and written) and facilitation skills.
• Good Time Management Skills with the ability to plan and priorities.
• Critical & Analytical thinking.
• Should be process and result oriented.
• Good presentation and communication skills.
• persuasive, collaborative and influencing skills.
• Strong interpersonal skills to manage client expectations/engagements effectively and motivate the team