Manager - Backend Operations - BPO - US Shift (2-5 yrs)

4 weeks ago

MumbaiGoregaon, India iimjobs Full time
Backend Operations Manager - US MNC - Goregaon - Mumbai

Responsibilities and Duties:

Operations Management:

  • Drives efficient daytoday operational running of the department measured by no Client complaints and all SLAs met.
  • Establishes and manages internal KPIs and SLAs to support client and business needs.
  • Establishes operational processes and recommends changes based on business requirements and as part of continuous improvement efforts.
  • Analyzes productivity and performance reports and develops actions plans as appropriate.
  • Ensures implementation of Integreon best practices and constant review of processes to ensure maximum operational efficiency.
  • Ensures appropriate capacity against job volume by creating monthly forecasts of job volume and attrition.
  • Assesses the need for delivery center shutdown and/or need to transfer jobs to alternate site and ensures BCP is executed accordingly.
  • Ensures proper BCP planning and implementation and coordinates directly with
  • Emergency Response Team for provision for accommodation, meals and transportation during BCP situations.
  • Ensures Department is compliant with ISO and Client InfoSec requirements.
  • Coordinates with Talent Engagement, Talent Acquisition, Procurement, Facilities and IT regarding maintenance of delivery center and any business requirement.
  • Attends regular operations meeting and client calls.

People Management:

  • Mentors Team Lead/s and ensures succession planning and development of team members.
  • Ensures Performance Management Process is conducted on a timely manner in the Department.
  • Ensures that performance ratings are calibrated across the Department.
  • Helps Team Lead/s create objectives and development plans for associates.
  • Develops and implements retention and Rewards & Recognition (R&R) initiatives and improvements based on the feedback from skip level meetings, companywide engagement surveys, and market studies.
  • Ensures the proper implementation of the Company's Code of Conduct and Discipline Management Process for the Department.
  • Ensures that the Department is updated on all Mentors Team Lead/s and ensures succession planning and development of team members.
  • Ensures Performance Management Process is conducted on a timely manner in the Department.
  • Ensures that performance ratings are calibrated across the Department.
Helps Team Lead/s create objectives and development plans for associates.

  • Develops and implements retention and Rewards & Recognition (R&R) initiatives and improvements based on the feedback from skip level meetings, companywide engagement surveys, and market studies.
  • Ensures the proper implementation of the Company's Code of Conduct and Discipline Management Process for the Department.
  • Ensures that the Department is updated on all

Client Relations & Account Management:

  • Acts as primary point of contact for clientrelated matters (e.g., requests, inquiries, escalations from BU Managers)
  • Regularly engages with the client to gather and learn critical business issues and to report Department performance and updates.
  • Handles critical incident reports from the client, initiates investigation, and creates service improvement plan.
  • Collaborates with the Account Management Team and keeps the Team abreast of daily operational performance, issues if any, and project updates.
  • Takes briefing from Account Management Team regarding client requests and provides strategic solutions and ideas that will address the requirement.
  • Ensures follow through of the projects and initiates regular updates to the Account

Management Team:

  • Forefronts the Quarterly Business Review with the clients and participates in regular client meetings.
  • Supports Integreon Management in expanding client relationship and business.

Financial Management:

  • Creates budget proposals for Rewards & Recognition initiatives, management trainings, travel costs, hiring, and revenue forecast.
  • Tracks and prepares the ramp plan and raises the personnel requisition accordingly.
  • Implements cost efficiency initiatives in the department and encourages the team to be cost conscious.
  • Ensures accuracy of invoice before submission to client by checking the documents prepared by the billing associate.
  • Approves the supplies requisition of the Department.

Education and Experience:

  • Candidate must have a Bachelor's/PG degree.
  • 25 years' work experience in a supervisory role, with experience in client management, people management, project management and implementation.
  • 25 years' work experience in a client facing role.
  • Handled a 24/7 process in the past with team members as span of control.

Shift Timings:

  • Should be comfortable working in rotational shifts 7 AM to 4 PM / 1 PM to 10 PM / 7 PM to 4 AM / 10:30 PM to 7:30 AM (in IST).
  • Should be comfortable in working 24x7 environment.

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