Operations Manager
3 weeks ago
Looking for Ideal Candidate in Operations Management Excelled more than 10+ years of experience in leading a team span of 300 in Voice/ Non voice Process, Customer Service, Back Office, Blended, Chat, Email Invoice Processing for driving business process performance by managing people, process, performance partners for a leading USA Bank, USA Telecom Sector, E-Commerce.,
Result oriented people manager with excellent communication, skilled in understanding customer requirements, quick to identify, formulate strategies to improve business process performance. Adroit in handling Customer, Satisfaction Issues, identifying & developing area of process improvement opportunity and achieving Business goals. Implementing and suggesting strategy for continuous process improvements.
Responsibilities:
Operations Management:
Framing work direction & plan for the Manager’s after thorough assessment of their capabilities.
Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
Active involvement in transitioning of new processes and entities in to the system.
Successfully established a standardization of support policies, processes and key performance
metrics for the program to improve performance.
Queue wise FTE allocation based on the projected volume.
Conducting periodic internal and external reviews to review performance and chart road-maps.
Headcount / capacity planning through periodic training and productivity review to assess cross
skilling of resources for optimum utilization.
Customer Relationship Management:
Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s.
Team Management & Client Management:
Managing team functions viz. manpower planning, recruitment & selection, induction, performance
appraisal, training, etc.
Interacting with onshore stakeholders & issue handling & coordinating with the Asset Manager for
the department to ensure that systems are running as per the SLA.
Leading, mentoring & monitoring the performance of Asst. manager’s and Managers to ensure
efficiency in process operations & meeting of individual & group targets.
Key Deliverables:
• Performance Metrics
• SLA. Tracking and reporting of performance Parameters.
• Performance appraisal for the LOB.
• Mentor and coach team managers for performance improvement.
• • Performance Management
• Attrition Management.
• Reviewing the MIS for the process and taking corrective action to meet Business goals. Ensure SLA& achieved and client expectations are met.
• Recruitments Internal and External.
• Driving site production targets and meeting the deadlines at the end of the month.
• • Co-ordination with support functions – Learning & Development, HR, Logistics, IT, Finance
• Developmental Trainings: Liasioning with training team for band wise developmental training.
• Creating strategies and controls for Process improvements.
• Resource allocation based on the different Queue requirement.
• Formulating action plans based on the skip feedbacks from the team.
• Develop a result-oriented working environment within the team.
• MIS
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