jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
14/03 Ruchika Bhardwaj
Managing Partner/Founder at Workoid Consultants

Views:4932 Applications:150 Rec. Actions:Recruiter Actions:15

DGM - Operations - Non Voice Process (10-18 yrs)

Hyderabad Job Code: 316052

Non Voice Process

Large team size Handling exp Mandate

We are looking for - DGM - Operations for a client with a global presence based at Hyderabad.

Information :

Location : Hyderabad

Client : Leading Search Engine

Salary : 15 L - 20 L

Reports : VP

Hierarchy : AGM/DGM

Education & Exp : Graduate, 10+ years relevant work experience in Operations, Performance, Project and Delivery Management. Good industry experience managing large-scale projects and team size of 500+ people

Shift Timings : 6 am - 11 pm Window, 5 days working,

Role Description :

Performance Management :

- Understand products, internal tools and processes and leverage those to push automation and increase work efficiency

- Set up targets against the actuals to achieve service levels as agreed with Client Program Managers

- Metrics and Scorecards preparation across levels for various evaluations and comparisons

- Development of performance improvement plan for low performers through Focus group

- Control the absenteeism and manage the workflow

- Leads the team to meet operational deadlines (incl. OKRs, monthly updates etc.)

Leadership :

- Setting goals for the work group, developing organizational capability, and modelling how we work together.

- Proactively build and maintain relationship with team.

- Delegate, with authority, different job duties and responsibilities to the team to ensure that the work place runs effectively and efficiently.

- Monitor, measure and communicate project progress, potential delays and team performance to cross-functional stakeholders.

- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.

- Influence decision making/guide stakeholders to arrive at conclusions; as much as possible, supports decisions with data.

- Crisis management skills, ability to establish structure and work through ambiguous processes.

- Manages independently in the absence of PgMs.

- Manages attrition without any friction to operations.

- Mentor TLs and other team members by providing necessary support to grow up to the next level.

- Maintains integrity at all times.

Metrics & Dashboards :

- Strong numerical and logical ability skills required to analyse daily/weekly metrics reports and suggest changes.

- Communicates effectively and on a timely fashion about site and operational issues to address with

Client Program Manager :

- To manage SLAs, target 100% quality of all products.

- Prepare adhoc reports as per management's requirement.

- Process Analysis to Improve Throughput, Quality and Operations.

- Write the required specifications for new dashboard requirements

Project/Delivery Management :

- Good project management experience, ability to define projects and execute within timelines and with multiple stakeholders and proven ability to deliver projects on time and to budget.

- Process Analysis to Improve Throughput, Quality and Operations with limited or no supervision

- Study the As-is processes and come up with To Be efficient processes - QA, Operations

- Provide accurate status (planned vs progress) based on various measurable delivery parameters including Capacity & Scope

- Can coordinate global sync calls, manage action items, update status and modify existing project plans as per current status

- Come up with rewards and recognition mechanism across levels, to enhance the morale of the team

- Escalate process violations and behaviour to the concerned for necessary action

- Establish Audit Operation Procedure across levels

Preferred Qualifications :

- Good project management experience, ability to define projects and execute within timelines and with multiple stakeholders and proven ability to deliver projects on time and to budget.

- Ability to effectively influence and communicate cross-functionally with all levels of management and having excellent verbal and written communication skills.

- Very proactive in identifying the root cause of a problem.

-Attention to detail and also has ability to effectively operate with high energy and flexibility in a fast- paced, constantly evolving team environment

- Analytical and approaches a problem with a critical eye; uses data to make decisions and influences stakeholders with analysis and data mining.

If the above profile suits you, pls forward your updated photo resume along with the below mentioned details :

Current Residence Location :

Ok for 6am - 11pm Shift Window :

Ed Qualification (Full Time) :

Total Exp :

BPO exp :

Current Process ( Voice/ Non Voice/ Backend) :

Exp in Backend / non Voice Processes ( please specify briefly) :

Span of control ( Direct + Indirect) :

Geographies Handled ( US, UK,EMEA, India etc - please Specify)

Current Company :

Current Design (Yrs) :

Hierarchy in the current Org :

Current CTC (Fixed + Variable) :

Expected CTC :

DOB & Age :

Notice Period :

Min NP to be served ( Options available) :

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.