Immediate opening for Manager

Job Description

Inviting applications for the role of Manager, Operations Responsibilities
• Oversee and manage service delivery by meeting all contractual/ SLA commitments
• Contract compliance & adherence
• Ensure all SLA parameters are met
• Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
• Delivery governance across the account
• Lead delivery teams to understand customer goals and key performance emetrics and their thresholds for account
• Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags
• Participate and share account performance across operational,quality and fulfillment parameters with internal/external stakeholders& senior leadership
• Ensure regular invoicing as per the contract terms and condition and performance
• Technical and/or Operational Issue Resolution
• Manage and resolve complex project escalations, process risks or early warning signs on project delivery to eliminate any revenue leakage
• Acts as an advisor to front line managers to meet schedules or resolve technical or operational problems on a daily basis
• Acts as point of escalation for issues not resolvable by the service lines.
• Resource Allocation & Retention
• Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery
• Review and monitor resource planning and fulfilment in line with account requirements and costs of delivery
• Responsible for establishing, leading, and maintaining a skilled team of all delivery resources for an account daily
• Plan training batches to backfill client deliveries during crucial periods
• Ensure retention by offering relevant trainings and certifications of all allocated resources
• Ensure Process Excellence
• Partner with the assigned black belt for the account on regular basis to get feedback on account performance
• Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom-line margins
• Present the business case for such initiatives to the clients to get their buy-in if required
• Drive and implement structured cadence around quality, both process and transactional.
• Presenting entire service line in periodic meetings with clients and delivery teams -daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress, and successes.
• Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account
• Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
• Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment t of new technology, growth solutions and services within the existing account/client
• Recognizes business needs and determines if our portfolio offering may be an appropriate solution
• Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts
• Serve as the primary relationship owner for an assigned group of top tier client account with responsibility for retention and growth
• Prepare implementation plans and ensure efficient client on-boarding, present content strategy and annual delivery plan
• Set direction for the team, track progress against targets through regular cadence calls and course correct as required
• Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss
• Develop, manage, and leverage relationships in account to build customer centricity
• Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with them
• Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
• Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience
• Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied
• Liaise between the customer and internal teams
• Drive Delivery Transformation through automation and innovation focus
• Drive deployment of automation led solutions and service improvements to deliver value added services to the clients
• Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality, and speed of delivery
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Lead capability development initiatives to drive client specific certifications
• Ensure customer-dedicated (because of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
• Focus on helping people develop their careers to retain people in the account and reduce turnover Team Management
• Resourcing
• Hire adequate and right resources for the team
• Talent Management
• Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
• Build an internal talent pool and ensure their career progression within the organization
• Manage team attrition
• Drive diversity in leadership positions
• Performance Management
• Set goals for the team, conduct timely performance reviews, and provide constructive feedback to own direct reports
• Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
Qualifications we seek in you Minimum Qualifications/ Skills
• Should have excellent team handling and management skills
• Should understand and have experience in day-to-day operations management
• Ability to work & communicate with people across the organizational unit
• Excellent Analytical and Communication (Verbal and written) skills
• Self-motivated (Intrinsic) and execution-oriented
• LEAN/Six Sigma Trained, Tested, and Certified (preferred)
• Ability to work on multiple tasks and should be flexible to deliver beyond expectations
• Ability to work on MS-Excel (Pivots, Line Bar, Stack graphs, Pareto s, Etc.), PowerPoint Presentations.
• Good interpersonal & Management skills
• Ability to handle pressure - Timelines and Customer Demands
• Leads by example with high on Values, Ethics, and Integrity
Preferred Qualifications/ Skills
• Relevant experience as a Senior Operations Leader with experience in a customer service environment (preferably with Banking and Financial Services
• Experience of managing large teams
• Team management experience
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Keyskills :
value added servicesblack belttalent poolteam handlingbusiness caseservice levelearly warningexternal auditchange controlcustomer focus