Description

The role involves leading multiple operations teams (around 50 members) and overseeing governance, performance management, and team development.Candidate will be responsible for managing stakeholder relationships, conducting root cause analysis to improve productivity and quality, and driving strategic objectives with program managers. The position requires expertise in data analysis, process optimization, and ensuring high team performance by meeting targets and maintaining operational excellence. You will also be responsible for reporting, team engagement, and continuous process improvements

Requirements

• Post Graduate in English with a minimum of 6+ years of overall work experience

• 3+ years of experience in setting up and managing successful teams of 50+ Head counts

• Experience in leading a team to assess AI responses for accuracy, relevance, clarity, and safety

• Good working knowledge of MS Office/Google Office (Word, Excel, PowerPoint)

• Ability to define and understand operational metrics and controls

• Ability to understand stakeholders requirements, delegate tasks, and prioritize actions

• Strong data analysis skills

• Excellent written and verbal communication skills with good interpersonal skills

• Quick learner with the ability to guide and govern the team with minimal supervision

• Self-starter who can learn independently and stay motivated with limited direction

• Comfortable with a startup environment, quick adaptability, and project building

• Strong team player

• Exposure to Gen AI is a plus

• Experience in prompt engineering and AI models

Job responsibilities

• Lead multiple operations teams, each with 50+ headcount

• Manage governance, mentoring, and guidance for teams

• Conduct regular one on one with team members and handle poor performance issues

• Manage stakeholder relationships with Program leads, Product, and Engineering teams

• Perform daily root cause analysis (RCAs) to identify process/team-level gaps related to productivity, quality, and address them promptly

• Work closely with program managers to drive strategic objectives, cross/upskill the team, achieve production targets, and optimize/automate operational processes

• Develop Subject Matter Expertise in the operations process

• Meeting/exceeding targets (Productivity, Quality, SLA, Efficiency, and Utilization)

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