Movate | Operations Manager

6 days ago


tamil nadu, India Movate Full time
POSITION: - Project Manager– Operations
LOCATION: - Chennai, India
JOB PROFILE:-
SLA Management
 Manage performance of the team
 Deliver on SLA commitments based on the contract
 Meet and exceed customer satisfaction goals
 Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
 Proactive management of business / operations trends
 Forecasting business volume, capacity planning
 Formulate continuous improvement plan
Client Management
 Ensure client satisfaction in alignment with “100 Referenceable customers”
 Weekly / Monthly / Quarterly operations and business review with stakeholders.
 Set and Manage client expectations
 Identify potential new business opportunities
 To take complete ownership of the cases and to take feedback on negative surveys
 To handle deviations and carry out risk analysis
Quality Management
 Create and improve process guidelines and framework.
 Drive adherence and compliance to organizational / quality standards
 Formulate action plans for consistent service delivery quality
 Create preventive / corrective action plans on Customer or Client comments / feedback
Operations Management
 Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
 Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
 Capacity / Resource planning and management
 Liaison with cross functions across the organization addressing the needs of the team members
 To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc)
 Business Continuity planning and Risk management
Skill development
 Address skill gaps in Product / Process / Technology / Communication
 Mentor Leads & Managers
 Plan Relevant training programs working with respective groups
Project Revenue and cost management:
 To manage revenue and cost drivers
 Operate on planned budget
 Working with internal / client teams on Invoicing, AR and PO
 Prepare monthly / quarterly revenue / margin projections
 Resource planning (People / IT)
DESIRED PROFILE: Primary Skills:
• Operations Management
• People Management
• Excellent Communication
• Experience in Technology - Telecommunication/Networking Industry
Additional Skills:
• Visioning
• Identification and Talent development
• Risk Taking
• Change Management
• Business and Organization Drivers
• Strategic thinking and planning
• Managing resources (Human, Technical and Financial)
• Decision Making and Problem solving
• Industry Knowledge
• Conflict Management
• Team Building
• Influencing Skills
• Self Development
• Self Knowledge and Development
• Learn Continuously
• Flexibility
YEARS OF EXPERIENCE: 10-12 Years of experience in the IT / ITES sector preferably from technology support background.

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