Senior Operations Manager

1. Service Delivery - High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling
2. Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal
3. Customer Relationship: Cross Selling, Transition Management, Retention measures
4. Team Capability Building
5. Optimal resource management

Key Responsibilities & TasksService Delivery - High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling

• Ensuring required deployment/availability
• Predeployment and subsequent training
• Daily service delivery per desired standard
• Proactive tracking of pending service issues and ensuring timely response

Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal

• Timely renewal of contracts

  : Ensure all the AMC renewals are done effectively and timely manner by regular review with the team. Ensure standard operating procedures (SOP) while renewing the contract.

• Control Revenue Loss:

  Ensure there is no shortage of manpower by providing enough bench strength by doing an analysis of client category and put a mechanism to capture daily shortage to drive the team.

• Performance Management System:

  Conduct daily, weekly & monthly reviews with action points & Target date of completion, it has to be reviewed in periodical manner. The same should be presented in monthly review with Head operations.

• Process & Methods:

  Responsible for developing, training and delivering service SOPs which guarantee a minimum standards of service delivery at any given point of time.

Customer Relationship: Cross Selling, Transition Management, Retention measures

• Additional Business:

  Ensure the team visits the client regularly, provide value additional service and maintain relationship. Responsible to bring additional business with excellent service delivery and by cross selling

• Cross Selling:

  Responsible for cross selling and generate revenue / new business by way of providing better service and cross selling / upselling services with existing clients. Seek references from happy customers

• Transition Management:

  Responsible to ensure implementation of standard process for smooth transition of new projects

• Client Satisfaction:

  Ensure to fulfil client requirement proactively and minimize repeated complaints.

• Key Account Retention:

  Responsible for Key Account Retention by understanding the client requirement proactively and addressing the customer issue within the given turnaround time. (TAT) 100% compliance on retention measures

Team Capability Building

• Team Development:

  Review team on assigned task, assess their capability and institute development mechanism to align with organisation objective from time to time. Upscale knowledge and capabilities by identifying and training.

Optimal resource management

• Selection, training, deployment of AMs, FOs. Appropriate allocation of accounts to have best fit of top A/c and top resources
• Ensure regular planning, tracking, review for On line course correction to avoid service gaps
• Direct and control worker/supervisor selection, training and deployment on projects to have revenue loss (due under deployment) under control