Senior Operations Director

3 weeks ago

Chennai, Tamil Nadu, India ADCI MAA 12 SEZ Full time

We are seeking a highly skilled Senior Operations Manager for our Chennai site at ADCI MAA 12 SEZ. In this role, you will play a crucial part in driving operational excellence, ensuring high performance, and fostering a culture of customer obsession.



Key Responsibilities


  • Operational Leadership: Set the vision, direction, and culture of your teams, managing individual and team performance expectations, monitoring service levels, and holding your teams accountable for meeting and exceeding performance targets.
  • Strategic Planning: Collaborate with internal and external partners to build input-focused operating plans for achieving key measures.
  • Culture Development: Create a culture where accountability, transparency, and collaboration are the norm, and rapid deep dives into root causes of defects are a standard operating practice.
  • Process Improvement: Develop, implement, or change processes as necessary to allow ADCI MAA 12 SEZ to scale at an accelerated pace, while managing cost and without impacting customer experience.
  • Talent Development: Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmaps for site operations teams.
  • Innovation and Risk-Taking: Inspire front-line teams to go beyond the standard call of duty to find creative solutions for product issues, encourage risk-taking, and advocate on behalf of product teams.
  • Feedback and Continuous Improvement: Create closed-loop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.
  • Budgeting and Financial Management: Work with finance and operations leadership teams to develop, support, and manage the annual expense budget and build collaborative relationships with partner organizations.
  • Culture of Coaching: Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of.
  • Work Environment and Diversity: Foster a work environment that respects and is responsive to the needs of a diverse staff.
  • Site-Wide Improvements: Achieve site-wide improvements in operations, quality, productivity, cost, customer experience, and people metrics.
  • Partnerships and Collaboration: Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and data associate frustration.
  • Employee Engagement and Retention: Improve the experience of data associates and managers as measured by improvements in attrition and employee engagement surveys.
  • Feature Development and Toolsets: Work with Operations Engineering leadership and Engineering managers to clearly articulate feature requirements for associate toolsets, user interfaces, and business logic for the efficient handling of work volumes.


A Day in the Life

In this role, you are responsible for the performance management, goal setting, and career development of your line reports to ensure effective succession planning is in place.

You work in an ever-changing environment where every day brings ambiguously defined problems, new challenges, and new opportunities. You are able to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.

This position involves regular communication with senior management on project status and risks. People Management, cross-team coordination, project management, and executive presentation skills are essential.

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