Operations Manager

2 days ago

Chennai, Tamil Nadu, India Movate Full time
Operations Manager - JDPOSITION : Project Manager– OperationsExperience : 11 – 14yrsShift : Flexible to work in Night shiftJob location : Chennai (Ambit IT Park)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 planClient 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 analysisQuality 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 / feedbackOperations 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 managementSkill development Address skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers Plan Relevant training programs working with respective groupsProject 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 IndustryAdditional 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
• FlexibilityYEARS OF EXPERIENCE: Years of experience in the IT / ITES sector preferably from technology support background.

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