Manager - Operations

Company ProfileFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role & Responsibilities

Leadership & Functional Skills

• Sufficient experience, including supervisory experience, to maintain an in-depth understanding of the organization and business and handle problems and issues that arise, and solve problems without precedents or guidelines
• Exceptional verbal and written communication skills and presentation skills
• Process driven, self-starter, possesses high degree of skills with – time management, people management, discipline, negotiation
• Work with all levels across the organization both at FSL and clients
• Foresee risks, be proactive and predictive while developing mitigation plans for the program
  
  

• Manage through indirect authority and matrixed organization structures
• Manage multiple geographies and understand the cultural nuances
• Ensure strong employee communications in the program through different forums, employee engagement etc.
• Network with other organizations to maximize best practices
• Building effective teams and developing direct reports
  
  

• Maintaining client Service Level Agreement Standards (SLA’s) & client satisfaction
• Manages BU operations to meet revenue budget and other financial goals while meeting customer expectations
• Identifies cost saving opportunities
• Structured and periodic performance management
• Support and engage with other ad-hoc projects and Organization Development tasks, as required
  
  

• Ensure proactive client feedback while aligning priorities to Client SLA deliveries
• Actively engaged with Client Relations team for support and expectation management
• High priority escalation handling and close loop management
• End to end ownership of client management, including but not limited to daily / weekly / Quarterly reviews
  
  

• Ensures business continuity strategies, global and local, are established and maintained
• Establishes audit and review procedures to assess adequacy and efficiency of the procedures
• Responsible for identifying all mining opportunities within the program
• Leverage available and new technologies to increase productivity efficiencies and experiences in the program
  
  

• Must be a Graduate
• Minimum 2 years of work experience as Senior Operations Manager
  
  

• Prior experience in Chat process. Added value if has banking experience
• Ability to work on various Automation projects for the BU
• Good Analytical Skills
• Should be quality driven.
• Good knowledge of MS-Office (Excel and Word).
• Proficiency in Grammatically correct English Communication (Verbal & Written)
• Problem Solving, Change Management & Rapport building skills
• Exhibits Accountability & Ethical Behavior
• Collaborative, Creative & Consultative
• Willing to take on challenging assignments.
• Willingness to work shifts and during holiday / weekend.
• Ability to work under pressure and deliver on time as per specifications
• Presentation skills
• Socially Confident, patient, and positive mind-set
• Post-Graduation/master’s degree will be an added advantage
  
  

• Operational & Technical competencies
• Leadership & People Management
• Strategic & Business Acumen
• Interpersonal & Communication Skills