Operations Manager - Telco

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

KEY RESPONSIBILITIES:

Delivery Excellence

• Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery
• Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights
• Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects
  
  

• Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics
• Conduct business with utmost integrity and ensure high standards of compliance are maintained
• Lead interactions with customer during weekly and monthly performance reviews
• Act as Point of Contact for first level of escalation
• Ability to be customer-oriented in managing communications and issues
• Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions
  
  

• Work with the leadership team to determine strategy to achieve overall site goals.
• Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes
• Responsible for preparation of invoices and ensure timely submission to customers
• Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head
  
  

• Set, Monitor & Periodic review of goals for Associate Managers & Team Managers
• Develop structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process
• Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates
  
  

• Candidates with 4 to 8 years of handling operations or similar disciplines will be considered with relevant project management experience, experience in handling telco, billing, sales LOB.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• Should have specialized skill in running large scale production operations.
• Demonstrable experience and capability to manage multiple projects simultaneously & autonomously.
• Experience of managing, direct or matrix, project managers, technical resources with span of 100 for Manager.
  
  

• Must have FY25 PDP score of Exceed Most or Cleary Exceeds
• Tenure of at least 18 months
• No Active NDA