Senior Manager - Operations

Key Roles and Responsibilities:

Operational:

• Assists and supports the DGM- Operations in planning, organizing, executing and
• achievement of production goals and targets.
• Provides necessary inputs to the Operations Head on bandwidth, connectivity,
• database functionality and reporting.
• Responsible for optimal/ cost effective scheduling and smooth running of the
• production shifts.
• Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any
•  
• Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
• Implement productivity improvement through Six Sigma Techniques (Quality).
• Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
• Actively involve self towards building a culture conducive for employee
•  
• Develops and guides the work structure and workflow, studies and standardizes
• procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
• Supervises and coordinates the activities of Assistant Managers and Team Leaders to
• ensure prompt, courteous and accurate response to customers; ensure an efficient and
• qualitative operation through effective planning, leading, controlling and organizing.

Key Performance Indicators:

• Individual and team KPI’s metrics
• Customer Satisfaction
• Employee Engagement and Talent Development
• Business Transformation

Experience

Critical:

• Graduate in any discipline
• Overall 10 plus years in the industry & 4-6 years experience in a Managerial role
• Excellent knowledge of MS Office and especially 'Excel'.

Highly Desirable:

• Experience in Web -chat process will be an added advantage
• Experience in Managing total span of 125 – 150 FTE’s