Senior Manager

4 weeks ago


Kolkata, West Bengal, India iimjobs Full time

Lead and manage daily operations, Team leadership, Drive the operations team to meet and exceed business objectives including financial and operational KPI's.

Responsibilities:

- Lead and motivate operations team and accountable for service delivery to achieve operational metrics

- Ensure SLA's and KPI's are measured and met

- Create plans to Turbo Boost performance with enhanced quality and compliance

- Manage staffing levels, scheduling, and workload distribution to meet operational demands, Workforce Management

- Act as a single point of contact for clients, addressing concerns and ensuring service delivery aligns with contractual agreements

- Ensure Operational governance and Escalation management is followed

- Create positive work environment to encourage professional development

- Collaborate with Talent Acquisition team to recruit best talent

- Identify Operational risks and develop mitigation plans

- Leverage technology and automation tools to enhance operational efficiency and effectiveness

- Foster continuous improvement culture to bring in operational efficiencies

- Manage operational budgets and optimize resource allocation to meet financial targets (Managing P & L and simple margins)

- Ensure reports are created and delivered to all stakeholders, identifying reporting needs and data analytics

- Transition Management and Ensuring training effectiveness is maintained and supporting training team with inputs

- Develop client engagement by conducting client review meetings with key stakeholders

- Ensure performance reviews are conducted across all levels and provide constructive feedforward

- Enhance customer and employee experience

- Coordinate with support functions like Training, HR , Admin, IT team and other departments to resolve issues and concerns of the team



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