Manager - Operations

Job Summary

Manager is responsible for ensuring smooth workflow on the floor and the overall production targets, productivity, performance and quality. The role entails building a strong and effective operations team and ensures that the team leaders and the associates meet the required standards.

Responsibilities

• Increase the profitability of the process by increasing the efficiency and effectiveness of key metrics
• Schedules periodic meetings with the team to brief about relevant updates, policies and QA team to review performance, audit reports and discuss any corrective measures needed
• Supervises and coordinates the activities of Team Leaders to ensure excellent customer experience, groom Team leaders on leadership competencies. Driving compliance and adherence to applicable client requirements and FSL policies
• Identify, plan and implement efficiency, performance improvements, coordinate with the Quality team to build effective audit mechanisms & procedures to improve service delivery client escalations & expectations
• Assists and supports the Operations Head in planning, organizing, executing and achievement ofkey SLAs
• Measure performance of the team according to goals e.g. performance appraisals, ongoing feedback, and training
• Ensure accurate and timely delivery of weekly, biweekly and monthly reports
• Coordinates with the Training team on the various need based training programs leading to performance enhancement of the employees
• Responsible for optimal/ cost effective scheduling and smooth running of the production shifts.
• Knowledge about various tools and techniques that can be implemented in projects or plans. Sets milestones or checkpoints for key projects and plans to ensure no deviation
• Anticipates obstacles, risks when drawing plans or mitigation actions
• Ensures effective coordination in recruitment, selection, training and induction of new joiners
• Provides inputs to HR team for formulation of reward and recognition programs, performance appraisals, relevant discussions
• Devise new strategies to control shrinkage and attrition
• Provides necessary inputs to the Operations Head on bandwidth, connectivity, database functionality and reporting
• Takes responsibility for the decisions made
• Participate in client meetings and share highlights related to any risk to the process and the performance on key SLAs
• Proactively builds relationships with clients through constant engagement both formal and informal
• Implements the strategies related to training in specific areas planned by the clients
• Fosters a collaborative environment and provides encouragement to team members, including communicating team goals and identifying areas for new training
• Instils a sense of pride and commitment by sharing success stories and demonstrating pride in working for the organization
• Ensures timely resolution of grievances, driving the right acceptable behaviour at workplace