Operations Manager - Jaipur, India - R3 Consultant
Description
Position Summary
Responsible for a single large process or multiple small processes under a large process
Responsible for delivering business results in line with operational targets for the process
Responsible for resource utilization and financial budgets for the process
II. Key Result Areas
Responsible for the quality and productivity of deliverables in the process
Drive service level metrics indicators (adherence to SLAs, metrics etc)
Anticipate and manage risks related to the process
Responsible for MIS and reporting of performance metrics
People KRAs: Manage utilization, employee satisfaction, performance, employee development and
retention
III. Typical Responsibilities
Business / Customer
Manage and resolve escalations and issues raised by customers
Prepare and report process performance metrics to stakeholders
Participate in management discussions (Governance discussion, Management forums with customer)
Engage with internal and external customers / stakeholders to seek and manage expectations
Identify better ways to deliver anticipated customer needs or to deliver existing services that target
customers value
Analyse customer feedback at desired intervals and initiate ways to improve the score.
Manage customer relationships through regular communication with clients through weekly/ monthly
reviews
Project / Process
Ensure proper documentation and knowledge transfer as per project plan and schedule
Drive team to achieve process SLAs / metrics productivity and quality targets within the established
timelines
Initiate and deliver on process improvement projects to improve process efficiencies
Drive knowledge management and continuous up skilling of the team
Work with support functions to enable infrastructure support to team and ensure zero downtime
Ensure compliance to the set standards/norms in order to adhere to quality standards and other
compliance norms
Adopt best practices from other processes/ verticals etc.
Share value addition and best practices across teams
Resource utilisation and scheduling of end to end work
People / Team
Implement and anchor key HR processes for the team performance management, promotions,
normalization of the team ratings and recommendations on rewards in consultation with the Head of
the Process
Ensure that communication from the senior management is cascaded down and shared with the entire team Manage and motivate performance of the team through reviews, coaching and development Build a second line for all key roles and persons
Ensure that the training needs of the team are identified and met
Participate in recruitment initiatives
Facilitate knowledge sharing and capture within and across teams
Manage retention levels within the team through coaching, mentoring and support.
IV. Degree of Independence/Supervision
Requires minimal supervision on the job: Independently works under broad guidelines and follows
principles of process; refers to supervisor typically for exceptions
Independent Decision Areas:
Resource Utilization for the process
People Decisions: Appraisal Ratings, R&R recommendations, promotion recommendations, Leave
approvals
V. Team Management Responsibilities (wherever applicable)
Directly supervises 2-3 Team Managers and team size of people
VI. Qualification:
Minimum Education Qualification: Graduate
Minimum Work Experience Required: 10 years in BPO International Voice Process