Operations Manager

2 weeks ago


Chennai, Tamil Nadu, India Movate Full time
Operations Manager - JD

POSITION :

Project Manager– OperationsExperience :

11 – 14yrsShift :

Flexible to work in Night shiftJob location :
Chennai (Ambit IT Park)

JOB PROFILE:

  • SLA Management
  • Manage performance of the team
  • Deliver on SLA commitments based on the contract
  • Meet and exceed customer satisfaction goals
  • Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
  • Proactive management of business / operations trends
  • Forecasting business volume, capacity planning
● Formulate continuous improvement planClient Management
  • Ensure client satisfaction in alignment with "100 Referenceable customers"
  • Weekly / Monthly / Quarterly operations and business review with stakeholders.
  • Set and Manage client expectations
  • Identify potential new business opportunities
  • To take complete ownership of the cases and to take feedback on negative surveys
● To handle deviations and carry out risk analysis

Quality Management
  • Create and improve process guidelines and framework.
  • Drive adherence and compliance to organizational / quality standards
  • Formulate action plans for consistent service delivery quality
● Create preventive / corrective action plans on Customer or Client comments / feedback

Operations Management
  • Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
  • Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
  • Capacity / Resource planning and management
  • Liaison with cross functions across the organization addressing the needs of the team members
  • To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc)
● Business Continuity planning and Risk management

Skill development
  • Address skill gaps in Product / Process / Technology / Communication
  • Mentor Leads & Managers
● Plan Relevant training programs working with respective groups

Project Revenue and cost management:

  • To manage revenue and cost drivers
  • Operate on planned budget
  • Working with internal / client teams on Invoicing, AR and PO
  • Prepare monthly / quarterly revenue / margin projections
  • Resource planning (People / IT)

DESIRED PROFILE:

Primary Skills:

  • Operations Management
  • People Management
  • Excellent Communication
  • Experience in Technology - Telecommunication/Networking Industry

Additional Skills:

  • Visioning
  • Identification and Talent development
  • Risk Taking
  • Change Management
  • Business and Organization Drivers
  • Strategic thinking and planning
  • Managing resources (Human, Technical and Financial)
  • Decision Making and Problem solving
  • Industry Knowledge
  • Conflict Management
  • Team Building
  • Influencing Skills
  • Self Development
  • Self Knowledge and Development
  • Learn Continuously
  • Flexibility

YEARS OF EXPERIENCE:
10-12 Years of experience in the IT / ITES sector preferably from technology support background.

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