Operations Manager

2 days ago

Gurgaon, Haryana, India 690f047a-77a2-40ec-9b0b-861a9ae35890 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Our client a leading name in ITES industry is looking to hire Manager Operations - International Process to be based at Gurgaon.

Role and Key Responsibilities:

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

Key skills and knowledge:

  • Associates degree in a related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
  • Call center experience preferred
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demand
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to team members
  • Willingness to work in a flexible schedule

Kindly mail your updated cv

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