HCL - Director/GM/DGM - Operations - Back Office US

Job title- Director / GM / DGM

Division - HCL BSERV

Location - Pune

Reports to - AVP / Global Director

Experience in Artificial Intelligence, data labelling preferred

Detailed Description:

Responsible for the managing operations for the assigned account. This position is focused on the driving operational rigor, quality and efficiency metrics used to measure the overall operational excellence. Partnering with client, operations team, account management team and support functions

The Operations Manager owns operational goals and objectives in line with global strategic plan. Coordinate with recruitment, training and workforce management to meet the forecasted demand. Leading teams of team managers / supervisors and associates, the Manager Operations' goal is to deliver the perfect operational metrics and P&L objectives.

Summary of Responsibilities -

- Monitor site performance

- Monitor site performance against key Business metrics. Raise the performance capability of the program and account

- Solve complex support business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality

- Hold the leadership team accountable to provide timely and efficient service; oversee escalations and track towards resolution, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team

- Partner with capacity team to understand forecast and ensure resource plans meet the operational demand

- Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals

- Coach and develop team managers / supervisors on career paths internal promotion and job enrichment opportunities

- Identify system and process improvement opportunities which will directly influence the seller experience

- Facilitate programmatic transition to operational go live status

- Manage and co- ordinate change management initiatives

- Implement communication strategy across the site

- Participates in recruitment and selection initiatives including role modelling through hiring decisions and processes

- Manages performance and behaviour of direct reports through effective 1:1 meetings, coaching and mentoring

- Actively participate in in network wide strategic planning of quality initiatives, process change initiatives, Lean, six sigma, RPA and Automation activities

- Accountable for site performance at weekly, monthly and quarterly business reviews, meetings

- Ensure operations team have a clear understanding of the performance bar and criteria used to differentiate performance

- Demonstrates excellent time management skills and the ability to work independently while using departmental resources, policies and procedures

- Manage the career growth and development of the support leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus leadership principle

Rajni
Talent Acquisition - HCL Technologies Bserv