Sr. Manager
1 week ago
Overview & Scope:
Develop and lead day to day operations of a key strategic ADP team in India. Operationally, growth of this team is based on its ability to scale processes so that we can raise the scope and quality of services, while at the same time, improving operating costs and margins. The role entails overall responsibility for all aspects of day-to-day operations including but not limited to
Driving strong associate engagementDriving strong end user and Client relationshipsDriving Operational Excellence through KRA / SLA adherenceNurturing a culture of Innovation and Business Process Improvement
Basic Function:
Delivers on the business goals for respective business function.
Works with all stakeholders on initiatives like Associate Engagement, Client Engagement, Dashboards, Career progression, sharing of best practices, campus recruitment, etc. (Experience in an international voice process / customer service process is required).
Work collaboratively to achieve world class service, operational excellence, and constantly innovate to improve the business processes including partnering with Product.
Establishes appropriate structure and responsibilities for attaining business objectives.
Constantly evaluate results to meet performance objectives and map accordingly.
Manager Responsibilities:
Manages Deputy Manager / Assistant Manager-Operations – 6 to 8 or more direct reports as and when the business grows.Uses excellent planning and organizational skills with the ability to direct the operations’ performance and manage competing priorities and projects.Uses strategic objectives as basis for establishing performance parameters for the team.Operation delivery responsibility of units as specified.Ensure on-time deliveries with Best-in-Class Quality and Productivity standards. Put in place appropriate quality systems to ensure a strong culture of reporting and evaluation of defined metrics and a focus on continuous improvement and operational excellence.Actively drives Business Process InnovationRelentless focus on constantly improving Associate and end user experience.
Education
Bachelor’s Degree required in related field (Commerce, Business, Finance or Engineering).
Work Experience
12 – 15+ years of operational and management experience with 2-4 years in a manager role in an Inbound voice/chat function.
5+ years’ experience in Service Delivery using the offshore delivery model preferably in a large Multinational organization.
Specific Skills
Excellent planning, organizational skills, and interpersonal skillsExcellent presentation – both verbal and written skills are required.Proven ability to manage multiple projects and multiple relationships simultaneously.Proven ability to effectively direct and lead an operation in attaining client satisfaction, associate engagement, and performance management.Think from an end-to-end perspective to improve customer experience.Ability to take risks to improve, be decisive and have a strong data driven approach to all aspects of work.Possesses good judgment and the ability to foster teamwork. Ability to resolve conflicts and bring out convergence.Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.Ability to work in a Matrix structure and collaborate and work effectively as part of a team.Ability to address training and career development needs of individuals, teams, or organization.
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