Manager, Business Operations

3 weeks ago

Bengaluru, India BGRS Full time
Role Overview

As a Manager, Business Operations, you will contribute to BGRS’ success by holding responsibility for the day to day operations of various customer service shared services teams. The role carries responsibility for high levels of customer service, operations management, metric reporting, escalation management, and survey and stakeholder management. This successful candidate is expected to work with teams in multiple locations across the globe including the US and Canada.This position requires a diverse individual who has demonstrated the skills of being a process owner, driving operational and service excellence. This position will need to hire and train staff, and ensure smooth running of operations without any service breaks. Need to assist the Director with metric reporting, Business Continuation Planning (BCP) and should actively collaborate with the Workforce management teams for staff planning and headcount budgeting.The successful candidate will possess superior collaboration skills and successfully work with all levels and departments in the organization including but not limited to Client Services, Information Technology and Client Accounting/Finance.This role is an exceptional people leader successfully managing a team of customer Experience coordinators and consultants and is responsible for the development of the team and continuous improvement of process and performance.

**In response to the COVID-19 pandemic all interviews are being conducted virtually.If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.What You'll Be DoingExtend support to the Director, Business Operations in developing and managing all deliverables needed to establish new teams including detailed project plan/timeline, action logs, meeting notes, hiring, process/ procedures etc.Work with functional leadership and IT to implement the contact center technology, in line with the requirements of the functions in the experience center.Work with the functional Director around process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective and efficient and in compliance with BRGS standardsProvide necessary inputs to the leadership to help build operations metrics and reporting to assess and monitor implementation efficiency and performance results.Manage day to day operations across all aligned teams, ensuring all defined SLAs are met.Guide and support the Team Leads to efficiently manage operations and resources.Uses all tools and available resources and survey data to maintain a continual pulse on the operations. Analyzes service and employee trends and effectively uses this data to create and deliver solutionsCoaches, develops and motivates team members. Accountable for the successful completion of training of all direct reports and indirect reports.Work with cross functional stakeholders to ensure smooth running of day to day operations and for additional projects including but not limited to transitions, new client on boarding, process enhancement, automation etc.Address escalations timely and with professionalism with a client \ customer mindset:Resolve Client complaints and problems that are critical in nature, which may have an impact on the business.Identify and understand customer needs and address them in a timely mannerCommunicate problem resolution and outcome with appropriate stakeholders, identifying organizational learnings for ongoing improvement in the business process.Serves as a resource for problem resolution, training and team buildingDemonstrated change management ability. Takes a proactive role in brining about change, applying new ways to develop the business through improved management of people and processResponsible for managing employee’s performance including the timely completion of all talent processes. Conducts Goal Setting, Mid-Year Check-Ins, Annual Appraisals and all other aspects of the Talent Management process for direct reports. Provide Employee feedback in monthly (at a minimum) 1:1 session: Fairly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a weeklyRegularly conduct skip level meetings and address any concerns on a priorityProvide appropriate rewards and recognition for achievement of stated objectivesEnsure appropriate succession plan is completed and updated on an annual basisEnsure adequate staffing, resources, training and coachingIdentify opportunities to reduce cost while providing consistent level of supportMaintain transparency to management on workload, utilization and capacityRegularly report out on SLAs against actual

What You Bring to BGRS8 to 10 years of industry experience with at least 5 years in a people management roleUniversity degreeExperience in a contact center environment preferred, but not requiredInternational experienceExperience in process and \ or project managementAbility to work with minimal direction, be organized, have the ability to prioritize commitments and projects.Help drive the team to deliver in line to the organization’s operational goals.Outstanding communication, presentation, problem solving skills and responsive to inquiries/requestsExcellent collaboration and relationship building skillsFlexibility to work outside normal business hours and if needed in shifts as wellProficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint, Visio)Multilingual (French, Russian, Japanese, Italian, Spanish) is an assetYou foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

What BGRS OffersCompetitive salary and incentive plansWorkplace flexibility for a balanced work/life approachComprehensive benefits packages and wellness programGenerous company-paid vacation days and holiday timeChallenging, collaborative, diverse corporate cultureOngoing opportunities for learning and career development

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