Operations Manager
7 days ago
II. Key Result AreasResponsible for the quality and productivity of deliverables in the processDrive service level metrics indicators (adherence to SLAs, metrics etc)Anticipate and manage risks related to the processResponsible for MIS and reporting of performance metricsPeople KRAs: Manage utilization, employee satisfaction, performance, employee development andretention
III. Typical ResponsibilitiesBusiness / CustomerManage and resolve escalations and issues raised by customersPrepare and report process performance metrics to stakeholdersParticipate in management discussions (Governance discussion, Management forums with customer)Engage with internal and external customers / stakeholders to seek and manage expectationsIdentify better ways to deliver anticipated customer needs or to deliver existing services that targetcustomers valueAnalyse customer feedback at desired intervals and initiate ways to improve the score.Manage customer relationships through regular communication with clients through weekly/ monthlyreviewsProject / ProcessEnsure proper documentation and knowledge transfer as per project plan and scheduleDrive team to achieve process SLAs / metrics
productivity and quality targets within the establishedtimelinesInitiate and deliver on process improvement projects to improve process efficienciesDrive knowledge management and continuous up skilling of the teamWork with support functions to enable infrastructure support to team and ensure zero downtimeEnsure compliance to the set standards/norms in order to adhere to quality standards and othercompliance normsAdopt best practices from other processes/ verticals etc.Share value addition and best practices across teamsResource utilisation and scheduling of end to end workPeople / TeamImplement and anchor key HR processes for the team
performance management, promotions,normalization of the team ratings and recommendations on rewards in consultation with the Head ofthe ProcessEnsure that communication from the senior management is cascaded down and shared with the entire team Manage and motivate performance of the team through reviews, coaching and development Build a second line for all key roles and personsEnsure that the training needs of the team are identified and metParticipate in recruitment initiativesFacilitate knowledge sharing and capture within and across teamsManage retention levels within the team through coaching, mentoring and support.
IV. Degree of Independence/SupervisionRequires minimal supervision on the job: Independently works under broad guidelines and followsprinciples of process; refers to supervisor typically for exceptions
Independent Decision Areas:Resource Utilization for the processPeople Decisions: Appraisal Ratings, R&R recommendations, promotion recommendations, Leaveapprovals
V. Team Management Responsibilities (wherever applicable)Directly supervises 2-3 Team Managers and team size of 60
100 peopleVI. Qualification:Minimum Education Qualification: GraduateMinimum Work Experience Required: 10 years in BPO International Voice Process
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