Position: Sr. Manager – Supply Chain / Order Management Operations

Location: Chennai – 2 positions; Pune – 2 positions

Education: Any Degree / MBA preferred from B Schools

Must to have Skills

- 9 - 15 Years overall

- 2-4 yrs : BPO experience in Order management &/ or Manufacturing

Role Specifics

Process management:

Operational Excellence and process management Ensure adherence to committed quality, accuracy & turnaround of the processes, render service within agreed SLA's and timeliness

- Drive efficiency within all processes and sub-processes

- Financial Management: Participate in Planning, Infrastructure Utilization, Optimization of overhead cost

People management:

- Ability to manage an average team size of 400 to 500 members

- Managing Retention, talent management and ensuring healthy diversity mix within the team

- Create cross-functional project teams to encourage team building & employee development

- Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization

Client management:

- Will drive business and interfaces with the clients with respect to reviews, reports and escalations.

Resource Management:

- More efficient management of resources by providing a mechanism for project prioritization and project integration.

Business Operations:

- Clarification of how new business operations will deliver improved performance by defining the desired benefits and linking these to the achievement of new working practices.

Co-ordination and Control:

- More efficient co-ordination and control of the often complex range of activities by clearly defining roles and responsibilities for managing the Project Portfolio and realizing the benefits delivered by the program.

Strategic
- Participate in Steering committee meetings and governance meetings across the account along with the Executive sponsor. Provide inputs on action taken on people, process and overall people development.

- Involved in operations and strategic business review. Works closely with the O2C CoE Head to implement strategic business actions for the clients.

- Participate in internal strategic meets to build and execute strategic plans for the account and also contribute to the overall growth of the CoE.

- Implement robust governance model for internal and client reviews. Interface with the client senior managers on matters related to process.

- Work closely with the Program Management office to drive strategic actions aimed at driving customer satisfaction.

Executive – Tactical

- Is the owner of the SOWs for all the accounts and is responsible to ensure adherence to the same.

- Ensure all Regulatory reporting are complied with as defined for each and every engagement.

- Member of the CoE senior management and participate in Business Continuity planning and managing BCP situations from time to time. Also to ensure all accounts have a well defined and approved Business Continuity plan.

- Work closely with the Shared Services team to implement all contractual obligations of compliance, HR and infrastructure planning.

- Ensure all actions agreed in steering committee is followed up and implemented.

- Work closely with TED on planning and implementing various people engagement and development activities. Ensure that the overall employee satisfaction levels in the process are kept high.

- Work closely with the sourcing team for recruitment of personnel for new transitions and also for existing engagement

- Work closely with CoE training team to ensure that the training needs of people are identified and training is linked to performance gaps, individual career progression plan and business objectives.

Operational

- Leads a team of Service Delivery Leads for multiple accounts who ensure that the service delivery levels meet the client defined performance parameters.

- Identify and implement operational excellence tools like Six Sigma and LEAN in the engagements through the black belts.

- Support all peer managers in operational related aspects.

- Ensure through the process managers that corrective actions are taken on areas related to operations such as QA Improvement, handling of customer complaints etc.

- Ensure that the overall employee satisfaction levels in the process are kept high.

- Involved in operations business review and work closely with the process owner to implement tactical operational requirements.

Interfaces:
Executive Sponsors, Client Senior Managers, Program Management Office, Domain leads/heads, Peer Managers in the CoE, Different function heads in BU and CoE, Client onsite and on-location managers

Please post your resume at sourcing@a-square.co.in