Operations Manager

Delivery Head

Qualification:

• Education:

Responsibility:

Stakeholder/Business Management:

• • Deliver on financial goals for the business.

• • Prepare and report process performance metrics to stakeholders.

• • Participate in management discussions (Governance discussion, Management forums with customer).

• • Identify key cost drivers and ensure they are optimized.

• • Proactively identify opportunities for additional business with customer.

• • Identify opportunities for growth & deliver on growth commitments (number of people).

• • Anticipate & plan for new business & get involved in hiring.

• • Share value addition and best practices across teams.

• • Adopt best practices from other processes/ verticals etc.

• • Projects ehancement for Revenue growth.

• • Revenue Forecasting.

• • Contract Agreement.

Customer Relationship Management:

• • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.

• • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.

• • Attend customer calls and meetings, proactively flag issues and prevent surprises.

• • Manage and resolve escalations and issues raised by customers.

• • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.

• • Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

• • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.

• • Initiate and deliver on process improvement projects to improve process efficiencies.

• • Driving Forums on Thought sharing for project improvement.

• • Whitepaper Writing.

• • Automation Oppurtunity.

Project Control, Management and Review / Program delivery:

• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.

• • Ensure proper documentation and knowledge transfer as per project plan and schedule.

• • Work with support functions to enable infrastructure support to team and ensure zero downtime.

• • Prepare for infrastructure and other growth related requirements.

• • Ensure resource utilization and scheduling of end to end work.

• • Plan for resources based on volume projection and current available head count and allocate responsibilities.

• • Effective forward planning in terms of process delivery, people & client engagement.

• • Tool Building Workflows etc.

• • Drive.

• ? a culture of proactive risk identification within the process.

People/Team:

• • Provide guidance and mentorship to team.

• • Drive knowledge management and continuous up skilling of the team.

• • Conduct performance appraisals for team members.

• • Manage attrition through skip level meetings, planning interventions, engagement calendars.

• • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.

• • Participate in organizational initiatives such as recruitment drives, training programs etc.

• • Deliver communication received from senior management to the team members though town halls, team meetings.

• • Leadership assimilation.

Must Have Skills

• Customer Service

Good To Have Skills

• Speaking English