Operations Manager - BPO

Manages a team of managers and overseeing a team size of ~ 300 employees.

Accountable for independent discretion based decisions, involving trade-offs with significant bottom-line impact.

Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety for the site.

Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership

Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels.

Will be responsible for setting the goals and vision for the function(s) operating under the candidate. Should be able to head projects with various stakeholders that influence not only his team but the larger group as well.

People management: The Operations Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. This would mean enabling the next level managers in creating succession plans and talent development. Will be an integral part of hiring people for the team, and other global functions.

Process Improvements: As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.

Networking: As an Operations Manager, there would be multiple internal and external stakeholders to interact with. The incumbent will have to drive common goals across various teams and set up effective communication across those teams.

Basic Qualifications:

Expert level in org. wide -initiatives that deliver direct business impact World Wide.

Relevant experience of managing large teams

Should know how to articulate, both in documentation and speech.

Quality initiative skill - Six Sigma defect reduction techniques, BCP - Business continuity expertise skills.

Extensive relevant operations industry experience (10 years above)

Proven ability to understand and manage complex systems

Strong ability to source and analyze data to drive business strategies and decisions. Should be highly data driven

Coaching and leadership skills that bring out the best of the team

Preferred Qualifications:

Extensive experience as a manager of managers with consistent top performance and display of strong leadership principles

Candidates with experience of managing large teams with multiple managers

Exposure in a matrix environment

Candidates from Bangalore/HYD

Candidate with a post -graduation degree in management