Any Graduate - Post Graduate/ PMP (Desirable)

Experience Level (Yrs) :

Overall Exp 15+ years Operations Management experience. Strategic Lead Experience - Minimum 3+ years.

Key Responsibilities :

- Oversee project operations, responsible for quality, productivity and delivery of assigned project(s)

- Add value with Process improvements, Planning & Execution as per objectives.

- Effort Optimization through process and efficiency

- Responsible for Project implementation, Testing & Go Live Support. Ensure smooth transition of Project for clients

- Monthly project metrics and invoicing: 1) FTE, cost and revenue details, variance monitoring and sharing with team /Timely alerts 2) Review & Validation (Trend Analysis).

- Meeting and exceeding the SLA deliveries, TAT, Accuracy and query resolution.

- Track high impact items and proactive escalations. Status review and reporting on Open issues / queries and Processing status.

- Work with Internal stakeholders with regards to reporting, recording, data issues. Communicate to customer's w.r.t. daily operational concerns, requirements, etc.

- Customer requests in terms of Change management: Scope control & definition of change management plan.

- Customer review to manage customer expectations: Project reviews and tracking of open items Customer queries and requests Escalations, incident reports and preventive measures.

- Budget Management (Cost/Efforts/Schedule)

- Reporting of Finance and Operations Reports, Revenue Realization of Operations delivery

- Maintaining the artefacts and documentation and Project Billing

- Develop talent/team members, enhance team capabilities by maintaining high team morale and productivity.

- Create succession plans and back-ups for critical roles

Competencies Required :

- Critical Thinking

- Problem-Solving

- Decision Making

- Customer Orientation

- Business Perspective

- Negotiation Skills

- Domain Expertise

- In-depth understanding of IT Product environments, particularly business impact, control points.

- Overview of Industry Best Practices

- Basic Knowledge of US voice sales industry (Nice to have).

- PMP certification (Preferable)

- Cost Management, Risk Management

- Business development skills with existing clients.

- Operations Management Skills - End- to - End knowledge (Must Have)

- Good Understanding of Legal terms defined in a contract

- Knowledge and interpretation of QC reports.

- Knowledge of Finance & accounting principles, Tax interpretation.

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