Manager - Operations - BPO

Profile : Manager Operations

Job Description

Key Responsibilities:-

Leadership/Team Management:

- Motivate, coach, and develop team leads and SMEs to reach their full potential through consistent monitoring, assessment, and feedback to drive and maintain high standards of performance.

- Facilitate discussions with team leads and SMEs to help designers reach their full potential using effective feedback and coaching to help them achieve and maintain high standards of performance.

- Create & maintain documentation of discussion and actions as required.

- Effectively act upon individual challenges & successes pertaining to performance and behavioral expectations

- Set/clarify requirements and expectations for team leads & SMEs. Ensure disciplinary discussions and actions for employees occur in a transparent, accurate and timely manner.

- Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.

- Building effective relationship with other functions and leaders

- Guide employees along a mutually identified development path, while also displaying interest in helping/guiding them develop on the personal front.

- Address conflicts and increase participation through interpersonal skills among team members.

- Drive effective leadership through continuous feedback received from various sources.

Operational Excellence/Process improvements:

- Collaborate with WFM & OPEX team and plan well ahead for situations/volumes basis past trends and expected/forecasted volumes to ensure smooth functioning of the business during sale periods.

- Proactively address issues which impact the functions ability to achieve success.

- Consistent and effective review on team progress, challenges & results.

- Interpret data and take appropriate action to support findings/achievement of goals and seek opportunities for continuous improvement.

- Collaborate with other functional teams to ensure quality standards and best practices are set up/introduced within teams.

- Proactively co-ordinate with teams to resolve issues raised regarding systems, tools, and performance.

- Continuously analyze performance metrics and co-ordinate with the BA & WFM team to review vital trends which help improve/create processes.

Additional Requirements:

- Collaborate with the Learning team to provide relevant information on process changes and training delivery.

- Work with WFM team to create and implement schedules.

- Demonstrate a positive attitude, lead, and facilitate change and model professionalism.

- Develop a 'customer delight' oriented approach within operations.

- Operate with solutions oriented approach and drive the same within teams.

- Participate in hiring and interviewing process as required.

- Identify & orient high-potential talent within spans and in various programs executed at the site.

- Helps team members maintain work-life balance and encourage/promote physical/mental wellbeing.

- Performs additional responsibilities as needed.

Desired Qualifications:

- Bachelors degree preferred.

- At least 1+ years of experience in a production or service-oriented environment with a minimum of 1 years of experience in a leadership position.

- Prior experience of managing team leaders is a must.

- Experience of managing team(s) in a design environment will be an advantage.

- Good in English & able to understand & converse in Hindi.

- Should have hands-on experience with Performance management, people management, decision-making, leadership