Role and Responsibility:  Account Management  - Ensure consistent quality and satisfactory fulfillment of client requests  - Maintain utilization, productivity and quality standards above client target  - Ensure team operates within the agreed client and Integreon Standard Operating Procedures (SOPs)  - Work constructively with counterparts to identify and solve problems/issues and ensure that overall commitment to client are met  - Coordinate daily operations and ensure timely communication of capacity/staffing updates to all stakeholders  - Ensure the team is trained and motivated to perform their tasks and attrition is kept at the minimum   - Identify and create solutions to issues/concerns (i.e. technology, capacity, resources) and escalate as appropriate  - Ensure that the team is compliant with ISMS and QMS requirements of the company and client  Client Management  - Serve as the primary contact between the Document services Team, Workflow Coordinators and counterparts  - Answer client questions on requests and service level agreements  - Attend process meetings and regular client calls  - Coordinate and work with client/onshore team regarding concerns or issues relating to workflow/requests  Profitability and Financial Management  - Understand project-related financials and become well-versed with the account's cost and revenue drivers  - Manage the team's budget and CapEx requisitions  Workflow Management  - Ensure that Team Leaders and Workflow Coordinators are managing workflow efficiently, and deadline negotiations as well as job hand-overs are done properly  - Assist Workflow Coordinators in coordinating between locations and in effectively managing utilization of each location  - Develop and implement business continuity planning for unforeseen circumstances (i.e. emergencies, unplanned absences, etc.)  Quality Control and Management  - Monitor team metrics to ensure quality scores are consistently high  - Ensure that requisite number of jobs are quality checked each month and quality scores are captured and maintained in agreed templates  - Analyze client feedback and rank members in the team based on performance  - Identify areas of improvements and prepare action/process improvement plans   - Lead regular quality improvement process meetings with the team and collaborate with other locations or departments to establish best practices  - Generate Service Recovery Reports (SRR) within agreed schedule and ensure the team is aware of the severity and consequences of the SRRs  - Coordinate with Account Management regarding SRRs and make penalty decisions  Attendance Management  - Coordinate with teams in other locations to ensure that sufficient coverage is available for all shifts  - Monitor attendance of the team and ensure that unplanned absences are kept to a minimum  - Approve and monitor attendance and overtime hours rendered by the team  - Foster a team culture where leaves are planned and are filed in advance and ensure that planned leaves are spread throughout the year  Performance & Appraisal Management  - Provide support with the development process of department goals and the management of employee performance  - Create reporting tools warranting effective performance evaluation and objective appraisal ratings  - Write and conduct performance evaluations and ensure appraisals are completed within the set deadline  - Conduct calibration sessions with Managers and Team Leaders to ensure that all feedback are consistent with set guidelines  - Ensure that feedback on associate performance are properly documented and are communicated in a timely manner  - Identify high-performers and endorse promotions in calibration with Managers and Business Unit Heads  - Establish a succession plan for the team  Training & Development  - Mentor Team Leaders and Workflow Coordinators  - Provide training and development within the team to increase subject matter expertise  - Create and carry out development and performance improvement plans (PIP)  - Assess training needs of the team and recommend associates for trainings based on identified needs  - Ensure certification tests are given as scheduled and in line with the associate's development plan  - Ensure the team is educated on ISMS and QMS requirements of the company, team and client  Communication and Engagement  - Share management goals and organization updates with team on a regular basis  - Conduct regular team meetings to discuss:  - Client updates  - ISMS, QMS, process updates and refresher trainings  - Team-related concerns  - Encourage team to participate in company activities and organize engagement activities to improve performance, collaboration and teamwork  - Ensure regular one-on-one sessions are being conducted in the team  - Foster a working environment that promotes transparency and openness  Operational Reporting  - Ensure all team metrics are accurately captured and reported on a timely manner  - Maintain and present reports according to agreed formats (either stipulated by client or standard internal templates)  - Consolidate Service Recovery Reports (SRRs) and submit to client and other stakeholders  Hiring  - Coordinate with Talent Management regarding recruitment, on-boarding and off-boarding of associates  - Have calibration sessions with Talent Management and ensure that roles and responsibilities are explained properly to ensure that there is no mismatch with expectations  - Ensure that candidates selected possess the right skills or experience to deliver against expectations  Skill Sets Required:  - High level of positive attitude.  - Excellent time management skills.  - Fluent in written and oral communication in English.  - Strong interpersonal skills.  - Professional approach to problem solving.  - Well versed with MS Office applications (Word, Excel & PowerPoint).  - Excellent e-mail management skills.  - Ability to plan, prioritize, and manage projects under aggressive timelines  - Highly organized and systematic approach to work.  - Willing to work on shifts (if required).  - Proactive and task & people oriented.  - Should be customer oriented with an unwavering commitment to service quality  Previous Experience:  - Manager 8 to 9 years of with operation management experience.  - Experience in setting up and managing a team of minimum 100+ FTEs.  - Experience managing onsite team remotely will be added advantage.  - Customer relationship management preferred.  Educational Requirements:  Graduate. MBA will be an added advantage  Reports to - Sr. Manager

Mumbai

Integreon - Manager - Operations 

Integreon - Manager - Operations  ,Job Description for Integreon - Manager - Operations  in Integreon in  Mumbai for (8-9) years of experience. Apply Now!

Job Description for Integreon - Manager - Operations  in Integreon in  Mumbai for (8-9) years of experience. Apply Now!