Operations Manager

Position Description: Manage the Operations for a process for the organization. Be a single point of contact with the entire team and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis to ensure smooth operations and increase business with the client. Control cost through effective utilization of personnel, materials and equipment. Proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of assignments. Manage and motivate a team of AOAMs / OAMs and be responsible for their performance. Interface with the various support functions for their inputs to ensure smooth operations. Manage the process Profit and Loss statement on a monthly basis and report to management

Essential Qualifications: MBA or Post Graduate Diploma in Management from an institution of repute - preferred

Technical Qualifications: Technical Know-how of MS Office Suite

Experience: Minimum 8 years of work experience, of which at least 3 years in a supervisory role.

Organization Structure: Report to the Assistant Vice President

Work Schedule: Ability to work in flexible schedule during day, night and weekend shifts

Description of Responsibility:

• Operate as an important link between the client and the senior management for a few processes
  
• Interface with clients frequently and maintain an excellent relationship with them
  
• Ensure smooth functioning of operations across all business units
  
• Review staffing plans on a monthly basis
  
• Review service failures on a regular basis
  
• Manage teams across a process
  
• Develop strong interpersonal relationships with the team
  
• Coach and counsel team members to enhance performance and arrest attrition
  
• Develop an environment that provides motivation and development opportunities for the team
  
• Introduce initiatives for team development
  
• Recognize and reward performance and ensure welfare measures are carried out
  
• Interface with various support functions to introduce initiatives to develop the team
  
• Maintain accurate reports of production traffic
  
• Monitor service levels based on predetermined metrics
  
• Prioritize resource to reflect the team?s P&L
  
• Manage team profit and loss statement on a monthly basis
  
• Present and justify performance across metrics such as utilization, productivity, EBITDA, retention and deadline adherence and quality to senior management
  
• Responsible for adherence to security norms including print security and physical access procedures in the team
  
• Responsible for ensuring all members of the team go through security and compliance awareness programs as per policy
  

Competencies Required:

• Customer Service Orientation
  
• Inter-cultural Competence / Diversity
  
• Communication
  
• Quality orientation
  
• Result Orientation
  
• Passion for action / Initiative
  
• Achievement Orientation
  
• Innovation
  
• Adaptability / Flexibility
  
• Problem Solving skills
  
• People Management Skills
  
• Conflict Management
  
• Team Effectiveness
  
• Facilitation / Group Moderation
  
• Impact and Influence
  
• Change Leadership
  
• Analytical Skills
  
• Organization Awareness
  
• Knowledge of security management system