Senior Business Process Manager

6 days ago

Mumbai, Maharashtra, India beBeeStrategic Full time ₹ 19,80,000 - ₹ 21,60,000

The Operations Manager role is pivotal in ensuring the smooth operation of teams. This position demands strong leadership and management skills to guarantee timely Service Level Agreement (SLA) delivery, high employee satisfaction, and customer satisfaction.

Key Responsibilities:
  1. Oversee operations seamlessly and ensure timely SLA delivery.
  2. Establish and maintain relationships with clients.
  3. Organize resources, set goals, execute executive and client strategies, and report results.
  4. Follow agreed governance model, escalation, and communication plan.
  5. Ensure team members achieve agreed standards in relation to their job assignments.
  6. Train new staff on corporate policies and rules.
  7. Implement buddy system to ensure consistent performance delivery without disruption.
  8. Monitor and document work schedules and absences.
  9. Buil strong partnerships with clients by growing and nurturing existing relationships.
  10. Take weekly and monthly calls with clients to understand expectations and provide updates.
  11. Ensure audit-related issues are resolved.
  12. Identify and drive continuous improvements and initiatives in processes.
  13. Couch and mentor Team Leads to enable effective management.
  14. Hire leads and managers, train, induce employees and client satisfaction scores, conduct performance appraisals, and manage attrition.
  15. Follow up on internal customer queries in a timely manner.
  16. Collaborate with internal teams.
  17. Be the key contact for all problems and queries with specific business assigned.
  18. Maintain and grow revenue of programs responsible for profitability, including revenue, margins, billing, seat utilization, and retention.
  19. Select, train, develop, and manage performance of direct reports and their associates.
  20. Host business reviews regularly, communicate overall objectives, ensure customer, operational, and capacity requirements are addressed.
  21. Conduct regular one-on-ones with direct reports to review individual performance, offer developmental support, and create a positive work environment through employee engagement.
Key Skills and Knowledge:
  • Ability to handle ad-hoc client requests.
  • Ability to prepare and present reviews to clients.
  • Ability to work with teams and identify possible innovation opportunities.
  • Expertise to lead and guide new incubation projects.
  • Action-oriented, integrity, trust, perseverance.
  • Problem-solving, drive for results, leadership skills.
  • Managing and measuring work.
  • Ability to handle pressure.
  • Problem-solving, analytical, and data entry mastery.
  • Excellent verbal and written communication skills.
  • Strong external and management reporting skills.

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