Senior Operations Manager
3 weeks ago
Indiglobe IT Solutions Pvt. Ltd. is seeking a highly skilled Senior Operations Manager to lead our India operations and Global Service Delivery. As a key member of our leadership team, you will be responsible for managing our entire operations of IT & BPO and services for our parent organization and clients in the US.
Key Responsibilities:
- Managing entire operations of IT & BPO and services for the parent organization and clients in the US.
- Hiring and staffing teams to ensure operations stability.
- Get Involved in customer engagement activities and will be one point of contact for Business development Leaders / Client Managers / Vendors / Recruiter Leaders.
- Oversee contractual changes / amendments.
- Drive Quality initiatives to bring continuous improvements.
- Oversee turnover training for staff and involving in their development planning.
- Closely working with Company CXO leadership and Finance & Sales teams to manage account P&L.
- Analyze and assist associates with their workload regularly review the performance of the team.
- SOP Review Update and validation position to handle tough customers. Maintain customer connect through governance rigor and regular customer interaction.
- Own end-to-end client service delivery and P&L and ensure high-class service delivery.
- Be a key driving force in managing new/existing relationships with a set of valuable clients leading to a healthy P&L.
- Be responsible for ensuring the right solution is proposed for new deals actively participating in the deal process Developing Proposals aiding and enabling robust transitions etc.
- Ongoing client satisfaction through consistent high-class service delivery and thereby ensure high NPS cross-sell and profitability.
- Lead the way in implementing new technologies in operations and display a strong executive presence.
- Manage the delivery of outsourced services to ensure customer satisfaction and increased revenue through client upsell.
- Lead/groom supervisors to ensure all the process activities are completed and SLAs met.
Requirements:
- Minimum 20 years of experience in Managing IT and BPO services.
- Shall have experience working with US clients supporting from India and onsite experience is preferred.
- Relevant years of diverse operations experience.
- Intellectual agility and analytical outlook.
- Collaborative and Influencing skills.
- Excellent comm skills.
- Should have extensive development/programming background and shall have experience in digital technologies like AI/ML Data Analytics Big data Cyber Security DevOps and Enterprise applications on Java Microsoft and ERP Platforms.
- Should have extensive experience in writing responses to RFPs and developing technical documentation.
- Should have services background than product and start-up.
- Should be able to work with the Sales team and develop proposals and make presentations to the client etc.
Preferred Qualifications:
- BTech/BE/MBA.
Work Hours: 2 pm till 11 pm IST
Work Location: Gachibowli Hyderabad (No Remote option)
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