AuthBridge - Senior Manager - Operations

About the role:

- Manage the operations and customer service delivery process for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters

- Quality assessment & Management

Qualification & Functional Skills:

- Post-graduation or MBA (Preferred)

- Excellent verbal and written communication skills.

- Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels

- Extensive knowledge of the principles, procedures, and best practices in the industry.

- Excellent organizational skills and attention to detail.

- Strong analytical and problem-solving skills.

- Proficient with Microsoft Office Suite or related software.

Work Experience:

- Minimum 12 years of relevant experience in Operations with service industry experience

- At least 7 years' experience of leading large operations team (BGV operations preferred)

- Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes

Responsibilities:

- Act as a domain expert for operations department and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.

- Establishes, implements, and communicates the strategic direction for the organization, keeping in mind the business requirements

- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations

- Develop, implement, and maintain effective Workforce Management (WFM) and Quality fostering continuous improvement and exceeding defined performance levels

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations

- Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives

- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles

- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement

- Lead projects of improvement and track measures/processes to improve quality and productivity

- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources

- Establish/publish Standard Operating Procedures

- Analyze work load and work flow trends to maximize the effective use of resources