Operations Manager - KPO

Job Description

Key Responsibilities:

- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

- Establish & Manage Relationships / Engagement with the Clients.

- Team Management organizes resources, sets goals, carries out strategy from Executives and clients on a day to day basis; reporting responsibilities.

- Responsible for following agreed governance model, escalation & communication plan.

- To ensure team members achieve agreed standards in relation to their job assignments.

- To ensure training of new staff on the process and corporate policy rules to be adhered to.

- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules.

- To monitor and document work schedules of staff and absences.

- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.

- Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates.

- Ensure that all audit related issues are brought to a closure.

- Identify and drive continuous improvements and initiatives in process.

- Coach & mentor Team Lead and Associate Manager so that they are able to manage their teams better.

- Hiring of team leads and associate managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management is managed well.

- To ensure that all internal customer/external queries are followed up on a timely basis.

- Collaborate with internal teams.

- To be the Key contact for all queries with specific business assigned.

- Work in sync with other site leads and Managers to create and maintain uniform processes.

- Provides inputs, towards hiring and also assists with the interviewing process.

- Contributes towards the achievement of the company's strategic and operational objectives.

- Monitor and manage operational costs.

Skill Set:

- Strong leadership skills with the ability to lead and motivate the team to achieve set goals.

- Excellent communication skills (verbal and written) and facilitation skills.

- Good Time Management Skills with the ability to plan and priorities.

- Critical & Analytical thinking.

- Should be process and result oriented.

- Good presentation and communication skills.

- Persuasive, collaborative and influencing skills.

- Strong interpersonal skills to manage client expectations/engagements effectively and motivate the team