Operations Manager - Chennai - confidential

    confidential
    confidential Chennai

    5 days ago

    Full time
    Description
    • Planning & Executing the supply chain management process including but not limited to hiring & Training, operations, career progression and retention of the employees
    • Manage performance of the team
    • Deliver on SLA commitments based on the contract
    • Meet and exceed customer satisfaction goals
    • Daily/Weekly/Monthly/Quarterly reporting of SLA performance
    • Proactive management of business/operations trends
    • Forecasting business volume & capacity planning
    • Formulate continuous improvement plan
    • Coordinate with IT team to fix all IT related issues for the team

    Client Management:

    • Ensure client management with 100 referenceable customers
    • Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
    • Set and manage client expectations
    • Identify potential new business opportunities
    • To take complete ownership of the cases and to take feedback on negative surveys
    • To handle deviations and carry out risk analysis

    Quality Management

    • Create and improve process guidelines and framework
    • Drive adherence and compliance to organizational / quality standards
    • Formulate action plans for consistent service delivery quality
    • Create preventive and corrective action plans on customer or Client comments /feedback

    Operations Management

    • Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
    • Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
    • Capacity / Resource planning and management
    • Liaison with cross functions across the organization addressing the needs of the team members
    • To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
    • Business continuity planning & risk management
    • Create, generate and publish reports with the help of MS office tools

    Skill Development:

    • Addressing skill gaps in Product / Process / Technology / Communication
    • Mentor Leads & Managers
    • Plan relevant training programs working with respective groups

    Project Revenue & Cost Management

    • To manage revenue & cost management
    • Operate on planned budget
    • Resource planning (People / IT)

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