Senior Operations Manager

About the role:

• Manage the operations and customer service delivery process for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters
• Quality assessment & Management

Qualification & Functional Skills:

• Post-graduation or MBA (Preferred)
• Excellent verbal and written communication skills.
• Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels
• Extensive knowledge of the principles, procedures, and best practices in the industry.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

Work Experience:

• Minimum 12 years of relevant experience in Operations with service industry experience
• At least 7 years’ experience of leading large operations team (BGV operations preferred)
• Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes

Responsibilities:

• Act as a domain expert for operations department and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.
• Establishes, implements, and communicates the strategic direction for the organization, keeping in mind the business requirements
• Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations
• Develop, implement, and maintain effective Workforce Management (WFM) and Quality fostering continuous improvement and exceeding defined performance levels
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations
• Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives
• Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles
• Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement
• Lead projects of improvement and track measures/processes to improve quality and productivity
• Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources
• Establish/publish Standard Operating Procedures
• Analyze work load and work flow trends to maximize the effective use of resources