Operations Manager

Delivery Head

Qualification :

• Education :

Post Graduate (preferably MBA), PMP certification or relevant domain certification

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

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : May 01 2024

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