Senior Manager Operations

Job Description

Job Type Permanent Ideas change the world. Help us change the way the world manages them. Planning Receive all tasks from clientsCreate work allocation spreadsheet as per the client instructions and assign tasks to available team members including any unplanned leaves or adhoc urgent requestsCompare work volume visa vi resource availability based on defined productivity standards to ensure optimum utilisationIdentifying operational and business risks and highlight to relevant stakeholdersContinuously monitor important dates like Renewal date, Fees payment date to mitiagte the risk of Patent lapse and financila lossMonthly capacity estimation to analyse resource requirementCreating plans for new work transition and taking relevant stakeholderss approvalReview and Monitoring Ensuring the SLA adherence- by reviewing work progress 2-3 times a day to ensure tasks are in line with defined TAT- leave management to ensure availability of adequate staff- crosstraining and upscaling of new members- Review accuracy performance of individual members and teams and create action plans as neededEnsuring all work instructions including new transitions are accurate and adhered by team members- allocating work instructions to SMEs to create- review and approve the drafts and submit to relevant stakeholders for further approval- ensuring exceptions to standard procedure are captured appropriately and adhered to- by sharing process updates with team members as incorporated in the work instructions- complete annual review of work instructions on quality libraryHandling escalated issues including issue resolution, root cause analysis and appropriate stakeholder communicationReview and approve training plans for new hires as created by SMEsconducting monthly review training status of team membersPeople Management Conducting timely performance reviews and sharing feedback to ensure team delivering as per process standardsManaging specific performance issues, i.e under performers & new joinersHigh potential identification and retentionImplementing IDP s based upon competency mapping and gap identificationTraining Need Identification for team members basis IDPs and performance and implement appropriate plansDriving employee engagement activities in the team to keep employees motivated and engaging thus leading to retentionTimely and fair recognitionManaging and resolving interpersonal conflicts of team membersInterviewing potential candidates as per process requirementsBalancing individual and processes needs via appropriate leave managementStakeholder Management and CommunicationMIS ( Reporting)Preparing and sharing individual performance report for team members including Productivity, Accuracy, Incentives, Training performance and contribution to special projectsPreparing and sharing process performance reports for various stakeholders on a monthly basis including KPIs and Management Information ( e.g. volume, FirstcTime Resolution)Ensuring accuracy and transparency of data reportedProject Management / Operations Excellence Leading projects for their respective business areas by taking following steps -- Ensuring right team mix and delivery of agreed actionable- Preparing project plan with action items, milestones, timelines, owners- Communicating status updates to stakeholders- Conducting periodic reviews to track project progress- Implementation of new process- Change management and business readinessAudit Preparing teams for internal and external audits by -- conducting awareness sessions on audit parameters- ensuring all process documents are updated- review of previous audit observations and ensuring closure of open itmes- updating CAPA- updating issue log on QL,

Keyskills :
tattrainingcapariskclosurelibraryrootidps