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Manager - Operations
1 month ago
The Role : You will be responsible for managing payment operations for a major US-based telecom client.
- You will lead a team of 20-30 employees, focusing on building and optimizing processes for payment services.
- You will ensure the seamless delivery of services while meeting the client's operational goals and service level expectations.
Responsibilities:
- Manage Process Migration: Oversee the transition of the payments process from the US to India, ensuring a smooth, seamless handover of operations.
- Oversee Payments Operations: Manage the full lifecycle of payments operations, including chargebacks, disputes, and refunds, driving operational excellence in each process.
- Client Management: Act as a key point of contact for the client, ensuring communication is clear, proactive, and aligned with the client's needs and expectations.
- SLA and Performance Management: Ensure processes are delivered within defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Process Optimization and Automation: Continuously identify opportunities for process improvement and automation to drive efficiency and scalability across operations.
- Team Leadership: Recruit, train, and manage a team of 20-30 employees across the payments process. Provide mentorship, coaching, and performance feedback.
- Cross-Functional Collaboration: Collaborate with cross-functional teams to align on process improvements, technology implementation, and operational strategy.
- Reporting and Analytics: Prepare and present regular reports to senior management and the client, tracking operational performance and identifying areas for improvement.
- Compliance and Risk Management: Ensure all processes comply with internal policies, industry regulations, and risk management guidelines.
Qualification & Skills:
- Experience: Minimum of 5-9 years of progressive experience in operations management, with a focus on back-office or payment-related processes, ideally within telecom.
- Payments Knowledge: Familiarity with payment operations, including chargeback, disputes, and refund functions.
- Experience in managing payment processes is highly desirable.
- Team Leadership: Proven experience in managing teams of 20+ employees, with strong leadership capabilities to recruit, mentor, and drive team performance.
- Client Management Skills: Experience managing offshore or outsourced client relationships, with the ability to effectively communicate and collaborate with US-based clients.
- Telecom Experience: Strong understanding of telecom operations, especially in a US-based context, is highly valued.
- Process Improvement Expertise: Demonstrated ability to drive process optimization and automation initiatives in operational settings.
- Migration Experience: Prior experience in successfully leading process migrations, especially in a global or offshore setup, is highly desirable.
- Analytical Skills: Strong analytical and problem-solving skills with the ability to use data to make informed decisions and provide insights to stakeholders.
- Project Management: Ability to manage multiple priorities, projects, and deliverables in a fast paced environment.
- Communication: Excellent communication, interpersonal, and client-facing skills, with a focus on building strong, long-term relationships.
- Educational Qualifications: A bachelor's/Master's degree in business, operations, or a related field.
An advanced degree or certification in operations management would be an advantage.
Location: D - 3010, Solitaire Business Hub, Viman Nagar, Pune - 411014, Maharashtra, India
Mode of Work: Onsite / Work from Office (WFO)
Working Days: 5 Days a Week - Mondays to Fridays
Shift Timings: Day Shift - 11 AM to 8 PM IST with slight flexibility which could be required at times
