​OPERATIONS MANAGER

The primary responsibility for the position is to manage day-to-day operations, helping and creating organizational and program budgets in collaboration with the Management team also ensuring organizational effectiveness by providing leadership for the organization's functions.

Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies, and practices.

Responsibilities:

  • Responsible for the end-to-end operations delivery for the Operations team.

  • Ensure delivery of KPIs targets including day to day service levels, customer experience, quality measures and compliance measures.

  • Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations.

  • Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.

  • Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from Clients and Team Members.

  • Attend Weekly Review with Client.

  • Ensure all Company policies and procedures are implemented consistently and fairly.

  • Implement best practices on the floor.

 

Requirements:

  • 6+yrs experience in BPO with min 2+yrs as Manager Operations for international Process.

  • Very strong interpersonal relationship, team building, collaboration, and facilitation skills.

  • Experience developing effective communication mechanisms between India and the US a strong plus.

  • Candidate should possess superior problem solving/decision-making capabilities and must be able to demonstrate the ability to produce results given challenging situations.

  • Track record of improvements in productivity and quality

  • Candidates should be able to work across multiple departments to identify and implement optimal solutions for the organization, often brokering conflicts.

  • An individual has proven team management and team-building skills, as well as excellent leadership ability.

  • Excellent written and verbal communication skills, as well as the ability to lead projects across multiple functional areas, are essential

  • Conflict resolution and/or mediation skills are required

  • Work effectively with a wide range of constituencies in a diverse organization

  • Excellent analytic, reporting, and computer skills are a must

  • Strong Business Case Development and Financial Modeling Skills

  • High comfort level working in a diverse environment

  • Excellent people management skills

  • The capability of thinking out of the box/ continually looks for process efficiency opportunities