Operation Manager-Trust

4 weeks ago

Hyderabad, India Wipro Full time
Role

:

Operations

Manager

Expected

Grade

:

C1Place

of

Work

:

India

/

HyderabadDEPARTMENTAL

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

everyoneMAIN

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 backgroundActively participate in quality deep dives and come up meaningful analysis and insightsMonitor

Site

performance against

key

business

metrics

like

Productivity, Accuracy,

Project

Baseline

Targets,

Quality

Score ,QC

Accuracy,

and Staff

UtilizationTake

initiatives

every quarter

to

improve

quality

or

efficiencySolve

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 achievementCoach

and

develop deputy

Managers,

supervisors,

and

managers

on career

paths

for

internal

promotion

and job

enrichment

opportunitiesIdentify

system

and process

improvement

opportunities

which

will directly

improve our quality or production SLAsImplement

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 floorManages

performance

and behavior

of

direct

reports

through

effective1

:

1 meetings,

coaching

and

mentoringActively 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

performanceDemonstrates

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 SKILLSGlobal presence and track record of delivery and seamless of work/ insights across multiple sitesExperience 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 contractsDemonstrated ability to provide a centralized handling processes in Fraud OpsStrength and experience of the Knowledge management teamMultilingual capability (optional)Ability to hire, ramp up quickly (lead times) & retain (attrition) product specialist for all projectsAbility to proactively suggest solutions and to continuously improve Process and process functionalities and strategize to meet and enhance Customer Mapping product user experienceAbility to run the sustain Process requirements with minimal interference from GoogleAlignment with Google’s company culture: comfort with ambiguity, bias to action and collaborative, innovative cultureProven success in project management and execution, multi-tasking and delegatingAbility to groom and lead Trainers for future projects and client facing rolesHigh level of comfort with numbers and data analyticsAbility to work effectively cross-functionally with proven track record of margin improvement and cost efficient resultsAbility to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephoneSelf-driven and precise work approachHighly self-motivated to achieve high standards in Productivity, Quality and Cost EfficiencyIntegrity and desire to comply with all legal and moral standardsService oriented and customer focusedAbility to prioritize tasks appropriately and recognize when issues need escalation ● Team management & Performance Management skills.Presentation, Leadership, Management, Planning, Negotiating, Communication, Time ManagementProblem Solving, Decision Making, Mentoring10+ year of experience – 100% of the profiles

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