KEY PURPOSE:-

Operations Manager is accountable for smooth functioning of Operations Floor (24 X 7). Manages the growth and success of the BU and its team members. Ensures that the process SLA and Service Quality are maintained leading to customer satisfaction.

REPORTS TO:- BU Head

KRA & Associated Tasks:-

- SLA and Service Quality - Manages the Operations in line with contractual SLA's of daily monitoring with the expected service quality. Help in delivering proactive Service Quality. Reduce Customer Complaints and deliver as per agreed client expectations

- Client Responsiveness & Service - Reviews high level escalated issues and client concerns and takes decision to ensure proper resolution.

- Drive continuous improvement in daily production issues to arrest customer complaints

- New Client Onboarding - Supervises/ co-ordinates and helps sub teams with new client onboarding including establishing, maintaining and enforcing that the productivity, timelines and quality standards are met.

- Logistics - Ensures that the floor logistics are maintained and tracked to run the floor smoothly. Reviews Id Issues, Account logistics, Asset replacement / capacity planning, fund flow. Ensures optimum usage of Accounts, profiles, assets etc

- Identify Risks - Proactively identifies risk, Reoccurring Issues that have an impact on Operations. Drive actions to arrest issues to closure leading to employee and client satisfaction

- Compliance - Maintains Compliance with state, federal and local laws applicable within the company and ensures product/ service and team integrity.

- Set Lean and effective Quality Processes and ensure that it is followed on the Operations Floor. Set Knowledge Capsules and enable Knowledge Management practices leading to skill up grade.

- Collaboration - Develops and maintains relationship with all the internal and cross functional Business Units.

- Guides and Motivates - Guides Team members (AM, PL, TL and ATL) to achieve their goals in line with the Business and Company goals. Provides extended support in finding RCA and solving reoccurring issues. Drives Individual Performance and creates high performing teams

- Recruit, select, train, assign, schedule, coach, counsel and discipline employees

- Set job expectations; planning, monitoring, appraising and reviewing Performance.

- Provides Refresher Training and inputs for training

- Project Management - Drives Special Project to completion in order to achieve Operational Excellence

- BCP and DR - Adheres to BCP policy and enables Disaster Recovery

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