About the role:
- Manage the operations and customer service delivery process for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters
- Quality assessment & Management
Qualification & Functional Skills:
- Post-graduation or MBA (Preferred)
- Excellent verbal and written communication skills.
- Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels
- Extensive knowledge of the principles, procedures, and best practices in the industry.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
Work Experience:
- Minimum 12 years of relevant experience in Operations with service industry experience
- At least 7 years experience of leading large operations team (BGV operations preferred)
- Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes
Responsibilities:
- Act as a domain expert for operations department and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.
- Establishes, implements, and communicates the strategic direction for the organization, keeping in mind the business requirements
- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations
- Develop, implement, and maintain effective Workforce Management (WFM) and Quality fostering continuous improvement and exceeding defined performance levels
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations
- Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives
- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles
- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement
- Lead projects of improvement and track measures/processes to improve quality and productivity
- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources
- Establish/publish Standard Operating Procedures
- Analyze work load and work flow trends to maximize the effective use of resources
