The Organization is an international learning and development Center. Its Forte is L&D and believes in serving and catering to client's requirements through various channels, one of the medium is KPO. It is an Australian based company. Started operations in India since 2011. An end-to-end global provider of learning solutions offered with a competitive brink. A provider of knowledge based solutions that aid in presenting a quality initiative into the clients organization and providing excellent outcomes.  Job Purpose-  - Purpose of this job is to help the EPM Operations Head in executing the Operational Strategy in his / her area of Operations.  - This Roles helps Operations Head in streamlining client operations   - Senior Manager Operations will play an important role in people, client and business management of EPM Operations.  - This role is instrumental in driving operational framework, ensuring quality of service delivered to the client is world class, operations is running at optimal levels and employee & client satisfaction is at the core of daily deliverables.   - This role encompasses different teams within EPM Operations i.e. Training Operations, Training Administration Operations, Training Completions Operations, Workforce Management, Management Information & Analytics, Quality and ASQA Operational Risk & Compliance.  - This role at regular intervals will also work closely with cross functional teams, i.e HR, Recruitment, Finance, Transition & Projects, Legal & Contracts, Sales & Marketing, On shore teams.  Role Responsibilities:  1) Manage the team of up to 5 Managers (Training, Admin, Completions) - 100 FTE  2) Manage the defined deliveries of 5 - 7 Clients (depending on the complexity)  3) Manage his / her expanse of Operations and build high performing teams.  4) Help create and initiate SLA management, improvement and adherence strategies   5) Drive effective and long term client relationship by influencing decision makers on business and operational escalations  6) Developing a smooth learning stream for the subordinates  7) Enforce regular reviews with internal operations teams to drive and improve performance on client delivery  8) Seek opportunities for development of high potential managers to create sustainable level of leadership within the operations  9) Set standards for people excellence and create strategies for development of people and process knowledge  10) Execute retention strategies to ensure knowledge erosion is kept at minimum within operations  11) Improvement of P&L elements from cost structure perspective  12) Support Operations Head in creating Annual, Bi-annual and Monthly Budgets and Costing  13) Play an important role in Transitioning services from client side by working with Transition team.   14) Be the point of contact for the clients for all operational aspects on delivery of services  15) Manage delivery of services as per contract (SLAs) and maximize rewards and reduce penalties.  16) Delivery best in class quality of service by putting transactional quality framework along with Quality Manager  17) Ensure operational processes are optimized regularly by putting six sigma and process improvement framework along with Process Improvement Manager  18) Deliver optimal level of operations by driving Work Force Management practices along with WFM Manager  19) Ensure ASQA(Australian Skills & Quality Assurance) Operational Risk and Compliance is in check by putting operational compliance framework along with Compliance Manager  20) Ideate for organizational growth areas by working with cross functional teams.  21) Cultivating talent in the organization by promoting training and mentoring of operational teams.  People Management   Employee Retention (Attrition Management)  Employee Satisfaction Score  Training & Coaching  Operational Process Management   Productivity  Quality of Service (internal and client)  SLA Management  Financial Management   Profitability  Budget vs. Actual variance  Client Management   Client Satisfaction Score  Competencies Required:  1 Strategic Thinking & Problem Solving   2 Delivering Improved Service Performance   3 Creating High-Performance Teams   4 Effective Communication   5 Making Informed and Timely Decisions   Other Skills Required:  1 Lean, Six Sigma (Green Belt)   2 Project Management / Transition   3 Excellent MS Office Skills   4 Excellent presentation skills   5 Effective People & Time Manager   Profile Requirements   Academic Graduate,   Relevant Experience   A) 10 years of Operations experience in KPO, Shared Services, Third Party BPM / BPO Companies with proven track record in service delivery  B) Understanding of Online Education sector (good to have)  C) Experience in setting up new teams  D) Should have understanding of complete client lifecycle from RFI / RFP to Client onboarding to Operations Delivery etc.

Pune

Senior Manager - Operations - EPM - BPO/KPO 

Senior Manager - Operations - EPM - BPO/KPO  ,Job Description for Senior Manager - Operations - EPM - BPO/KPO  in Retrospectus HR in  Pune for (10-15) years of experience. Apply Now!

Job Description for Senior Manager - Operations - EPM - BPO/KPO  in Retrospectus HR in  Pune for (10-15) years of experience. Apply Now!