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Spes Manning Solutions LLP
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Senior Operations Manager

Senior Operations Manager

Spes Manning Solutions LLP

15 - 22 years

|

17 - 25 Lacs

Posted:6 hours ago| Platform:

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Skills Required

operations manager domain knowledge people management customer service sla process improvement rewards and recognition operations strategic thinking service delivery recruitment compliance leadership

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

Process Management & Improvement

Drive and achieve productivity enhancements.
Own weekly/monthly management reports and highlight relevant gaps or concerns.
Oversee migration and stabilization of new processes.
Periodically review process and regulatory requirements to ensure compliance.
Review FTE requirements, shift plans, and capacity planning.
Initiate, execute, and facilitate process improvement initiatives/projects.
Integrate domain knowledge and business understanding to create superior solutions for the client.
Clear at least one certification per year.

People Management

Conduct regular meetings with team leaders and resolve concerns.
Conduct skip-level meetings with team members and resolve escalations.
Own rewards and recognition schemes for assigned processes/teams.
Oversee L&D trainings for self and team leaders.
Oversee staff domain certifications.
Ensure completion of process certifications by all staff (team leads and associates) within predefined timelines.
Liaise with recruitment team for recruiting new team members.
Identify and facilitate movements within the division for team leads.

Customer Service & SLA Delivery

Drive on-time, accurate, and quality service delivery within agreed upon SLAs for assigned processes.
Manage client relationships and escalations.
Drive strategic initiatives.
Explore opportunities to move processes to the GSC satellite office.
Participate in special projects and organization-wide initiatives.

Preferred Candidate Profile

Strategic Thinking
People Management
Transformational Leadership
Process Focus
Client Management
Innovation Focus
Ability to learn and drive change
Impact and Influence

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