Strategic Operations Manager

Job Description

- Minimum 10 years of prior work experience with considerable time managing and leading BPO industry with sizeable headcount - Proven track record of Account planning and Account management - Should have experience in handling and managing Team Leaders / Shift managers - Should be able to work on Flexible Timings / Night Shifts and US timings - Should be ready to Travel when required - Ensure smooth functioning of the process and compliance of procedures - Manage the process as per clients requirements and ascertain timely delivery of SLAs - Develop Strategic & tactical plans to identify, analyse and effectively respond to client needs and best practices - Identify reasons for non-achievement of SLAs, develop solutions and execute them - Monitor and increase productivity and measure performance of employees e.g. performance appraisals, ongoing feedback, training etc. - Develop and implement training programs to expand the capacity of employees - Ensure a Business continuity plan is in place for all processes - Establish and maintain appropriate systems for measure necessary aspects of operational management and development - Prepare and submit Daily/Weekly/Monthly reports on operational tasks - Excellent communication and presentation skills - Experience interacting with overseas clients (US/UK) - Flair to take challenges and handle multi tasks - Attractive pay package including performance incentives Experience of working and growing in a challenging environment