24/11 Sahil Kapoor
Senior Manager - HR at Capita

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Capita - Senior Manager - Web Operations - Retail Vertical (10-15 yrs)

Pune Job Code: 637253

Capita India is looking an incumbent with 10+ years of experience to manage Web Operations aligned to our Retail Vertical. This would involve managing website analysis, merchandising, insight analytics, web analytics, website maintenance, optimization and design management. Would prefer candidates from Retail/E-Commerce background.

Primary Responsibilities :

- Review daily productivity and plan for current day workflow

- Overseeing India ops delivery on all agreed KPI's

- Day to day client communication

- Reviewing seasonal process peaks and troughs to manage resources effectively

- Weekly / monthly quality and efficiency reviews with client and internal team

- Weekly Departmental audits to plan month/seasonal performance

- Reviewing adherence to guidelines set by client to ensure CSAT

- Identifying India competencies and proposing work movements

- Reviewing Client work TAT's to identify and propose India capabilities

- Providing support and solutions to reduce costs and increase efficiency on both India and onsite operations.

- Monthly /Weekly client feedback and cascade to direct reports

- Project Review and Management

- Transition

- Creation and timely reviews of SOP's for existing processes

- KPI Delivery

- Design and implement progress update documents for all areas/new transitions

- Review and reset KPI's as per process and system changes

- Define and manage group/Team structures to support business needs

- TNI for direct reports to business continuity

- Project management of ad-hoc marketing initiatives taken by clients

Other Responsibilities

- Resource planning and recruitment as per budgeted FTE for all departments

- Recruitment quality checks

- Reviewing and setting SOP's for new transitions

- Payroll / Invoice inputs for overtime and incentive's

- Systems check audits to ensure no downtime

- Oversee MI/ systems support and other functions

- Work closely with the programming team in UK to create user friendly and efficiency enhancing system solutions

- Invoice and billing responsibilities

- Staff Payroll management

Key Client Deliverables :

- Monthly/Quarterly review of budgeted vs Actual FTE to manage efficiency levels in all areas

- Providing and implementing business - focused solutions within time /cost constraints

- Initiation and implementation of various improvement program.

- Create and upgrade audit framework to review various diverse delivery parameters.

- Cost Management

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