Senior Manager - Kolkata, India - iimjobs

iimjobs Kolkata, India

1 week ago

Full time

Description

Lead and manage daily operations, Team leadership, Drive the operations team to meet and exceed business objectives including financial and operational KPI's.

Responsibilities:

Lead and motivate operations team and accountable for service delivery to achieve operational metrics
Ensure SLA's and KPI's are measured and met
Create plans to Turbo Boost performance with enhanced quality and compliance
Manage staffing levels, scheduling, and workload distribution to meet operational demands, Workforce Management
Act as a single point of contact for clients, addressing concerns and ensuring service delivery aligns with contractual agreements
Ensure Operational governance and Escalation management is followed
Create positive work environment to encourage professional development
Collaborate with Talent Acquisition team to recruit best talent
Identify Operational risks and develop mitigation plans
Leverage technology and automation tools to enhance operational efficiency and effectiveness
Foster continuous improvement culture to bring in operational efficiencies
Manage operational budgets and optimize resource allocation to meet financial targets (Managing P & L and simple margins)
Ensure reports are created and delivered to all stakeholders, identifying reporting needs and data analytics
Transition Management and Ensuring training effectiveness is maintained and supporting training team with inputs
Develop client engagement by conducting client review meetings with key stakeholders
Ensure performance reviews are conducted across all levels and provide constructive feedforward
Enhance customer and employee experience
Coordinate with support functions like Training, HR , Admin, IT team and other departments to resolve issues and concerns of the team

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