Senior Operations Excellence Manager

Job Title: Senior Process Manager Job Description: The Senior Process Manager is a key role in ensuring the efficient and effective management of business processes. This includes monitoring system performance, identifying and resolving problems, preparing and completing action plans, conducting system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades. Key Responsibilities: • Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades • Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures • Ensure Critical Performance Metrics are met consistently • Lead client/vendor reviews/calibrations • Revert to client/vendor queries on routine issues • Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely • Manage multiple teams • Perform audits and quality checks on Team Leads & Floor Supports • Provide feedback to the Team Leads & Floor Supports periodically on their performance • Ensure cross skilling and periodic process re-verification to ensure resource pool • Perform Training Need Identification for teams • Perform Bottom Quartile Management • Ensure directives from senior leadership are percolated and acted upon • Hold periodic meetings, discuss task delegation and review issues • Conduct team huddles and meetings to discuss operational updates • Build team spirit through group sessions, activities, and projects • Focus on retention of staff through career mapping & guiding team members • Advocate and follow organizational policies and procedures • Adhere to the information security requirements • Ensure all client deliverables met within timelines • Ensure productivity/quality enhancement and process meet all metrics • Remediation of any major incident • Manage client MBR/QBR deck, client calls and reviews • Prepares performance reports by collecting, analysing, and summarizing data and trends • Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. Required Skills and Qualifications: • Strong leadership and communication skills • Ability to work effectively in a fast-paced environment • Strong analytical and problem-solving skills • Experience with process improvement and quality assurance programs • Strong technical skills, including proficiency in Microsoft Office and other relevant software • Ability to travel as required • Bachelor's degree in Business Administration or related field • Minimum 5 years of experience in a similar role Benefits: • Competitive salary and benefits package • Opportunity for professional growth and development • Collaborative and dynamic work environment • Recognition and rewards for outstanding performance Others: • Must be able to work in a team environment • Must be able to prioritize tasks and manage multiple projects simultaneously • Must have strong time management and organizational skills • Must be able to maintain confidentiality and handle sensitive information • Must be able to adapt to changing priorities and deadlines],

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