Manager - Category Operations - BPO/ITeS/Insurance

Category Operations Manager

Profile: Category Operations Manager

Job Description:

- Team: Training, leading, coaching developing a team of 6-8 members of Category Process Specialists. Developing them through on-the-job experiences, relevant feedback and recognition. Career planning for team members through structured and purposeful 1x1 engagement.

- BU Alignment: Establishing routines and tracking desired metrics to ensure deep understanding of aligned business unit goals are met at global level, Using data analytics process excellence

- Process Excellence: Establishing global process alignment, governance, and conformation. Identify avenues to drive efficiency, improve automation and reduce time and cost. Building and vetting best methods and creating business continuity plans for critical processes.

- Product and Technology Partnership: Lead global technology initiatives with Product partners to enable process efficiencies and improve operations. Spearhead new product launches, look at avenues for system improvements Focus on automation to enhance current processes.

- Data Intelligence: Identify and utilize appropriate tools for data analysis and mapping. Base and drive process and system efficiencies in a data-driven fashion and through global collaboration.

- Project Management: Handle multiple projects at once and drive them to fruition. Keep enterprise level goals at the center of the project objectives .

- Increase the profitability of the process by increasing the efficiency and effectiveness of key metrics

- Schedule periodic meetings with the team to brief about relevant updates, policies , review performance, audit reports and discuss any corrective measures needed

- Supervises and coordinates the activities of Team Leaders and Operations Manager to ensure excellent customer experience

- Driving compliance and adherence to applicable client requirements

- Identify, plan and implement efficiency, performance improvements, coordinate with the Quality team to build effective audit mechanisms procedures to improve service delivery, client escalations and expectations

- Measure performance of the team according to goals e.g. performance appraisals, ongoing feedback, and training

- Ensure accurate and timely delivery of weekly/ biweekly/monthly reports

- Coordinate with the Training team on the various need based training programs leading to performance enhancement of the employees

- Responsible for optimal/ cost effective scheduling and smooth running of the production shifts.

- Knowledge about various tools and techniques that can be implemented in projects or plans, set milestones or checkpoints for key projects and plans

- Anticipates obstacles, risks, when drawing plans or mitigation actions

About You:

- 2+ years of work experience, with a minimum of 1 years leading teams

- You have demonstrated strong expertise in one or more of these areas: Operations, Merchandise Planning/Operations, Buying, Digital Operations, Project/Process Management

- You re an ex perience Team leader, ex ceptional communicator with strong organizational skills

- You consistently display data, analytical and critical thinking skills

- You re an able negotiator, influencer and collaborator within and outside of your core team

- You are a pro at project management and can efficiently cross-collaborate and drive innovation

- You love data and insights along with drive to improvise operations and guest satisfaction

- You understand and lean on product management and technology to drive efficiencies, automation and elevate business outcomes