Operations Manager

Job Description

Desired Profile 7-10 years of overall post qualification experience in BPO/ITES sector, out of which at least 2 years should have been in Insurance Domain At least 2-5 years experience as a Team leader in the BPO/ITES sector Should have led and managed a team of 30+ direct reportees Must have excellent verbal and written communication skills Should have ability to read and decipher operational metrics Should have strong supervisory skills Should be structured, organized, and have ability to work in a dynamic fast-paced environment • Prior experience handling new client/process transitions is a plus Should be comfortable working in night shifts (US Shift) Roles and Responsibilities PEOPLE Managing availability on floor and ensuring that everyone adheres to their schedules Managing Team Performance Productivity, Quality, Efficiency, Shrinkage & Attrition Training and development of team members by conducting team huddles, coaching sessions, and recognising areas for improvement Setting clear goals and performance targets for all team members, aligned with overall company objectives and process requirements Scheduling and organizing shift patterns for team members to ensure adequate rotation and proper staffing to meet SLAs Create an inspiring team environment with an open communication culture PROCESS Managing day-to-day planning and operations of the team Ensuring that every team member delivers per defined client Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs) Reviewing processes and making recommendations for improvement in overall performance / CSAT; this includes ideas for continuous improvement Identifying additional training needs and bridging process gaps Providing floor support and handling escalations CLIENT Enabling team to deliver a superior customer experience Leading & participating in weekly/monthly client meetings to build and maintain cordial relationships with all client stakeholders Identifying farming opportunities to ensure sustained growth of existing contracts o Planning, coordinating, and delivering new client transitions seamlessly