Operation Manager-Trust

4 weeks ago

Hyderabad, India Wipro Full time

Role: Operations Manager

Expected Grade: C1

Place of Work: India/Hyderabad

DEPARTMENTAL OVERVIEW:

Payments Risk is responsible to ensure all transactions placed using Google's payment platform is safe for end users and merchants. We review these transactions and analyze various signals on an account to detect and prevent fraud. Our motto is to make the internet safe for everyone

MAIN DUTIES/RESPONSIBILITIES OF THEROLE:

Manages a team of up to 300+ plus headcount consisting of Deputy Managers, Asst Managers, Team Leads,, MIS, Trainers and QAs.

Bring industry best practices and ideas from Fraud and Risk management and prevention background

Actively participate in quality deep dives and come up meaningful analysis and insights

Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score ,QC Accuracy, and Staff Utilization

Take initiatives every quarter to improve quality or efficiency

Solve complex business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.

Accountable to provide timely and efficient service to clients; review the operations and take proactive measure to avoid escalations, ensure the team understands how to leverage resources to address issues, and delegate workload across the leadership team.

Closely work with teams on ground to drive common goal and ensure achievement

Coach and develop deputy Managers, supervisors, and managers on career paths for internal promotion and job enrichment opportunities

Identify system and process improvement opportunities which will directly improve our quality or production SLAs

Implement communications strategy across the site. Participate in regular town halls and skip sessions.

Participates in recruitment and selection. Closely work with MIS and WFM to ensure optimum staffing and availability of resources on the production floor

Manages performance and behavior of direct reports through effective1:1 meetings, coaching and mentoring

Actively initiate, drive and participate in the network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.

Ensure all DRs and associates have a clear understanding of the performance bar and criteria used to differentiate performance

Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.

Manage the career growth and development of the process leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on company's Leadership Principles Build a talent pipeline for all roles


REQUIRED SKILLS

Global presence and track record of delivery and seamless of work/ insights across multiple sites

Experience of delivery of Fraud Risk Operations or similar services at Google or comparable companies with strong track-record of achieving performance targets and/or improving performances in other contracts

Demonstrated ability to provide a centralized handling processes in Fraud Ops

Strength and experience of the Knowledge management team

Multilingual capability (optional)

Ability to hire, ramp up quickly (lead times) & retain (attrition) product specialist for all projects

Ability to proactively suggest solutions and to continuously improve Process and process functionalities and strategize to meet and enhance Customer Mapping product user experience

Ability to run the sustain Process requirements with minimal interference from Google

Alignment with Google’s company culture: comfort with ambiguity, bias to action and collaborative, innovative culture

Proven success in project management and execution, multi-tasking and delegating

Ability to groom and lead Trainers for future projects and client facing roles

High level of comfort with numbers and data analytics

Ability to work effectively cross-functionally with proven track record of margin improvement and cost efficient results

Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone

Self-driven and precise work approach

Highly self-motivated to achieve high standards in Productivity, Quality and Cost Efficiency

Integrity and desire to comply with all legal and moral standards

Service oriented and customer focused

Ability to prioritize tasks appropriately and recognize when issues need escalation ● Team management & Performance Management skills.

Presentation, Leadership, Management, Planning, Negotiating, Communication, Time Management

Problem Solving, Decision Making, Mentoring

10+ year of experience – 100% of the profiles

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