OYO Rooms - Manager - Operations

Establish Delivery Processes :

- Responsible to establish and refine delivery processes

- Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs, Prepares operations performance reports by collecting, analyzing, and summarizing data and trends

- Determines Customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Meets operations financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

- Prepares operations performance reports by collecting, analyzing, and summarizing data and trends

- Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; benchmarking state-of-the-art practices

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Create Cost-Effective Systems :

- Ensures that processes are efficient and cost-effective

- Aim to find ways to reduce costs without affecting the overall customer experience.

Build Partnerships :

- Service delivery managers are responsible for building partnerships and liaising with partners to keep performance on a track

Skills and Qualifications :

- Leadership - Strong leadership skills in order to motivate and lead their team effectively and to ensure that team has the knowledge they need to do their jobs well

- Communication Skills - Strong interpersonal skills, which enables them to communicate with their team, give clear instructions and provide great customer service

- Computer Skills - Requires good computer skills to analyze data and create reports

- Teamwork - Needs to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff

- Detail-Oriented - Requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful