Job Description –
Iron Systems is looking for a passionate and self-driven
Assistant Manager to join our team. The ideal candidate should possess strong communication and presentation skills, along with excellent interpersonal abilities and a can-do attitude. This role demands a proactive mindset to lead teams, drive operational excellence, and collaborate across cross-functional stakeholders.
Key Responsibilities
- Support the day-to-day operations of the Incident Command Centre and ensure seamless service delivery in line with defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Monitor operational performance, identify service gaps, and ensure timely resolution of incidents and escalations.
- Coordinate with internal stakeholders, vendors, and external partners to ensure effective communication and uninterrupted operations.
- Conduct regular team briefings, coaching sessions, and performance reviews to foster employee development and engagement.
- Analyze operational data, prepare dashboards, MIS reports, and present actionable insights to management.
- Drive continuous improvement initiatives by identifying process inefficiencies and implementing best practices.
- Manage incident reporting, root cause analysis (RCA), and corrective/preventive actions (CAPA) for operational issues.
- Monitor workforce productivity, resource allocation, and shift planning to optimize operational efficiency.
- Ensure timely closure of customer requests, complaints, and service tickets while maintaining high customer satisfaction.
- Support business continuity planning, emergency response, and crisis management activities whenever required.
- Foster a culture of accountability, collaboration, innovation, and customer-centric service delivery.
Desired Skills
- Strong leadership and people management skills with the ability to coach, motivate, and develop high-performing teams.
- Excellent communication, presentation, and stakeholder management skills across all organizational levels.
- Strong analytical, problem-solving, and decision-making abilities with a focus on process improvement and operational excellence.
- Good understanding of SLA/KPI management, incident management, quality standards, and continuous improvement practices.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook); experience with reporting tools such as Power BI is an added advantage.
- Ability to work effectively in a fast-paced environment, manage multiple priorities, and perform under pressure.
- Self-motivated, customer-focused, and proactive, with a high level of ownership, accountability, and a collaborative mindset.
