Senior Operations Manager

4 days ago

Gurgaon, Haryana, India Skyleaf Consultants Full time ₹ 15,00,000 - ₹ 30,00,000 per year

About the job

About the role:

  • Manage the operations and customer service delivery process for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters
  • Quality assessment & Management

Qualification & Functional Skills:

  • Post-graduation or MBA (Preferred)
  • Excellent verbal and written communication skills.
  • Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels
  • Extensive knowledge of the principles, procedures, and best practices in the industry.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.

Work Experience:

  • Minimum 12 years of relevant experience in Operations with service industry experience
  • At least 7 years experience of leading large operations team (BGV operations preferred)
  • Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes

Responsibilities:

  • Act as a domain expert for operations department and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.
  • Establishes, implements, and communicates the strategic direction for the organization, keeping in mind the business requirements
  • Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations
  • Develop, implement, and maintain effective Workforce Management (WFM) and Quality fostering continuous improvement and exceeding defined performance levels
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations
  • Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives
  • Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles
  • Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement
  • Lead projects of improvement and track measures/processes to improve quality and productivity
  • Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources
  • Establish/publish Standard Operating Procedures
  • Analyze work load and work flow trends to maximize the effective use of resources

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