- Lead, motivate, counsel, develop and coach team leaders/ process leaders to meet departmental KPIs and project SLAs. - Effectively implement rewards/recognition, appraisal &amp; incentive programs - Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. - Manage stakeholder relationships. - Assist the team to challenge existing Customer Outcome Measures (COMs) / SLAs &amp; suggest a realistic grid with reasonable logic. - Assist &amp; challenge the MI team to come up with data that adds value to the day-to-day operations &amp; also makes business meetings more meaningful. - Ensure reasonable level of awareness / knowledge about all the regulatory changes across the teams. - Ensure STT analysis is a systematic &amp; periodic activity. - Accurate forecasting of resources for any projects. - Planning &amp; implementing skill development of resources for redeployment/career progression. - Effective liaison with various departments within the organisation to gain support and resolve issues - Identify, facilitate and implement process improvement ideas to improve efficiency - Enforce adherence to security and data protection within the organisation. - Expand scope of operations to add value to the group. - To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise. &nbsp; Generic responsibilities : - Lead, motivate, counsel, develop and coach team leaders/ process leaders to meet departmental KPIs and project SLAs. - Effectively implement rewards/recognition, appraisal &amp; incentive programs - Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. - Manage stakeholder relationships. - Assist the team to challenge existing Customer Outcome Measures (COMs) / SLAs &amp; suggest a realistic grid with reasonable logic. - Assist &amp; challenge the MI team to come up with data that adds value to the day-to-day operations &amp; also makes business meetings more meaningful. - Ensure reasonable level of awareness / knowledge about all the regulatory changes across the teams. - Ensure STT analysis is a systematic &amp; periodic activity. - Accurate forecasting of resources for any projects. - Planning &amp; implementing skill development of resources for redeployment/career progression. - Effective liaison with various departments within the organisation to gain support and resolve issues - Identify, facilitate and implement process improvement ideas to improve efficiency - Enforce adherence to security and data protection within the organisation. - Expand scope of operations to add value to the group. - To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise. PEOPLE: - Continuous focus on developing - bench strength-. Identify individuals who will take the onus of being leaders in the next 3 - 5 years. - Provide robust support for all regulatory changes to colleagues - Ensure the overseer competency is attained in a timely fashion by required colleagues. - Continue to check &amp; flag aspirations of colleagues where they are linked to a different vertical within the organisation. - Identify secondment opportunities in other verticals for aspiring colleagues. - Help TMs Identify underperformers &amp; create a plan to enhance their performance. - Ensure participation in the League of the Legends &amp; other company wide initiatives. - Supporting / Challenging / Guiding the new entrants in the management team within customer service operations to take decisions that help balance business/people priorities &amp; objectives. - Suggest changes/improvements in existing people related policies to enhance people engagement &amp; empowerment - Maintain high level of motivation &amp; engagement in the department. PRUDENCE: - Own all operations score cards &amp; ensure consistent good performance. - Ensure the risk register &amp; other governance related MI is updated within expected timelines. - Ensure - local audits- are conducted well in advance to the actual audits that are sponsored by the Risk &amp; GwIA teams. - Own the Draft Report results that come of the - local audits- conducted and ensure the gaps are addressed. - Enable operations to earn respectful ratings on all audits conducted by Risk &amp; GwIA. - Help the management make the TMs / PLs accountable for their respective team's performance on internal audit findings. - Take regular coaching sessions with PLs/ TMs to set expectations &amp; provide support. - Liaise closely with the both the internal &amp; external risk / governance auditors to understand expectations for everyone in Customer Service Operations. Salary offered: 10-12LPA

Mumbai

Navi Mumbai

Manager - Operations - BPO/ITeS 

Manager - Operations - BPO/ITeS  ,Job Description for Manager - Operations - BPO/ITeS  in M&G Global Services Private Limited in  Mumbai Navi Mumbai for (5-7) years of experience. Apply Now!

Job Description for Manager - Operations - BPO/ITeS  in M&G Global Services Private Limited in  Mumbai Navi Mumbai for (5-7) years of experience. Apply Now!