Position :; Operations Manager  Location : Mumbai - Thane   Reporting to : Head of Operations  Job Summary :  - Supports the development and implementation of operations strategy for the business unit. Ensures the ongoing delivery of excellent client service across all segments, taking overall responsibility for the operational efficiency of the business and ensuring the relevant regulatory and technical standards are met.  Principal Duties/Responsibilities :  - Operations Management/Operational Effectiveness  - Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.  - Manage stakeholder relationships.  - Lead work transition projects for the BU.  - Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying training needs and ensuring training materials are created.  - Maintain effective governance, control systems and compliance requirements of the company.  - Oversee metrics in order to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements.  - Continuously review and establish a robust performance measurement structure.  - Capacity Planning.  People Management/ Development :  - Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.  - Responsible for developing Team Leaders and Operations Managers through coaching and team building while serving as an escalation point for the Operations issues and complaints.  - Work with HR to develop & implement a Talent Management strategy for the BU.  - Conduct periodic and annual performance reviews for all direct reports.  Strategy :  - Contribute to the development of the short and long-term Business Unit (BU) strategy in conjunction with overseas counterparts.  - Review future work transfer opportunities and present proposals/ work transition plans to Head of Operations and relevant stakeholders  - Partner with leadership to lead change by managing strategic initiatives to meet business needs  Required Qualifications, Skills, Knowledge, Experience :  Qualifications : Minimum bachelors degree preferred  Skills :  Languages : English is essential  - Excellent communication skills both verbal and written  - Excellent computer skills and proficient in excel, word, outlook, and access  Knowledge/Experience :  - 8 plus years experience in the financial services industry, with at least 3 of these in Operations Management.  - Experienced leader with proven ability in managing large (50+ FTE) service delivery teams engaged in BPO/Shared Service Centres.  - Able to manage diverse processes with multiple stake holders.  - Knowledge and experience in organizational effectiveness and operations management, implementing best practices.  - Proven ability in delivering excellent levels of client service.  - Preferably experienced in conducting transitions/ knowledge transfer activities.  - Ability to establish robust performance measurement structure.  - Highly developed critical thinking and analytical skills  - Demonstrated leadership and vision in managing staff groups and major projects or initiatives.  - Excellent interpersonal skills and a collaborative management style.  Competencies :  Strategic :  Business acumen :  - Knows how businesses work, knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organisation; knows the competition; is aware of how strategies and tactics work in the marketplace.  Decision quality :  - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.  Problem Solving :  - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems, is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.  Dealing with ambiguity :  - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.  Creativity :  - Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.  Strategic agility :  - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.  Competencies :  Operational :  Planning :  - Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.  Developing direct reports and others :  - Provides challenging and stretching tasks and assignments, holds frequent development discussions; is aware of each person's frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves, will take on those who need help and further development; cooperates with the developmental system in the organisation; is a people builder.  Directing others :  - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organised manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.  Managing through systems :  - Can design practices, processes, and procedures which allow managing from a distance; is comfortable letting things manage themselves without intervening; can make things work through others without being there; can impact people and results remotely.  Courage :  Command skills :  - Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.  Conflict management :  Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.  Managerial courage :  - Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.  Organisational Positioning :  Organisational agility :  - Knowledgeable about how organisations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organisations.  Personal and Interpersonal Skills :  Approach-ability :  - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant; and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.  Customer focus :  - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.  Motivating others :  - Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.  Building effective teams :  - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.  Integrity and trust :  - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't  Competencies :  - Misrepresent him/herself for personal gain.  Managing vision and purpose :  - Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organisations.

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Willis Towers Watson - Operations Manager 

Willis Towers Watson - Operations Manager  ,Job Description for Willis Towers Watson - Operations Manager  in Willis Towers Watson in  Mumbai Others for (8-12) years of experience. Apply Now!

Job Description for Willis Towers Watson - Operations Manager  in Willis Towers Watson in  Mumbai Others for (8-12) years of experience. Apply Now!