Manager - Backend Operations - BPO - US Shift

Backend Operations Manager - US MNC - Goregaon - Mumbai

Responsibilities and Duties:

Operations Management:

- Drives efficient day-to-day operational running of the department measured by no Client complaints and all SLAs met.

- Establishes and manages internal KPIs and SLAs to support client and business needs.

- Establishes operational processes and recommends changes based on business requirements and as part of continuous improvement efforts.

- Analyzes productivity and performance reports and develops actions plans as appropriate.

- Ensures implementation of Integreon best practices and constant review of processes to ensure maximum operational efficiency.

- Ensures appropriate capacity against job volume by creating monthly forecasts of job volume and attrition.

- Assesses the need for delivery center shutdown and/or need to transfer jobs to alternate site and ensures BCP is executed accordingly.

- Ensures proper BCP planning and implementation and coordinates directly with

- Emergency Response Team for provision for accommodation, meals and transportation during BCP situations.

- Ensures Department is compliant with ISO and Client InfoSec requirements.

- Coordinates with Talent Engagement, Talent Acquisition, Procurement, Facilities and IT regarding maintenance of delivery center and any business requirement.

- Attends regular operations meeting and client calls.

People Management:

- Mentors Team Lead/s and ensures succession planning and development of team members.

- Ensures Performance Management Process is conducted on a timely manner in the Department.

- Ensures that performance ratings are calibrated across the Department.

- Helps Team Lead/s create objectives and development plans for associates.

- Develops and implements retention and Rewards & Recognition (R&R) initiatives and improvements based on the feedback from skip level meetings, company-wide engagement surveys, and market studies.

- Ensures the proper implementation of the Company's Code of Conduct and Discipline Management Process for the Department.

- Ensures that the Department is updated on all Mentors Team Lead/s and ensures succession planning and development of team members.

- Ensures Performance Management Process is conducted on a timely manner in the Department.

- Ensures that performance ratings are calibrated across the Department.

- Helps Team Lead/s create objectives and development plans for associates.

- Develops and implements retention and Rewards & Recognition (R&R) initiatives and improvements based on the feedback from skip level meetings, company-wide engagement surveys, and market studies.

- Ensures the proper implementation of the Company's Code of Conduct and Discipline Management Process for the Department.

- Ensures that the Department is updated on all

Client Relations & Account Management:

- Acts as primary point of contact for client-related matters (e.g., requests, inquiries, escalations from BU Managers)

- Regularly engages with the client to gather and learn critical business issues and to report Department performance and updates.

- Handles critical incident reports from the client, initiates investigation, and creates service improvement plan.

- Collaborates with the Account Management Team and keeps the Team abreast of daily operational performance, issues if any, and project updates.

- Takes briefing from Account Management Team regarding client requests and provides strategic solutions and ideas that will address the requirement.

- Ensures follow through of the projects and initiates regular updates to the Account

Management Team:

- Forefronts the Quarterly Business Review with the clients and participates in regular client meetings.

- Supports Integreon Management in expanding client relationship and business.

Financial Management:

- Creates budget proposals for Rewards & Recognition initiatives, management trainings, travel costs, hiring, and revenue forecast.

- Tracks and prepares the ramp plan and raises the personnel requisition accordingly.

- Implements cost efficiency initiatives in the department and encourages the team to be cost conscious.

- Ensures accuracy of invoice before submission to client by checking the documents prepared by the billing associate.

- Approves the supplies requisition of the Department.

Education and Experience:

- Candidate must have a Bachelor's/PG degree.

- 2-5 years' work experience in a supervisory role, with experience in client management, people management, project management and implementation.

- 2-5 years' work experience in a client facing role.

- Handled a 24/7 process in the past with 100 - 150+ team members as span of control.

Shift Timings:

- Should be comfortable working in rotational shifts - 7 AM to 4 PM / 1 PM to 10 PM / 7 PM to 4 AM / 10:30 PM to 7:30 AM (in IST).

- Should be comfortable in working 24x7 environment.