Senior Manager - Operations

Objectives:

The operations manager should balance the needs of key clients, ensure the teams they are involved with are aware of the combined end goals, establish operations objectives and work plans, delegate assignments to the leads when necessary, and conduct regular meetings to improve productivity, process knowledge, and client satisfaction.

Minimum Job Requirements:

Graduate or Post-Graduate in commerce with minimum 15 years of experience, out of which 5 years are directly related to the duties and responsibilities specified.

Completed degrees from an accredited institution that are above the minimum education requirement may be substituted for experience on a year-for-year basis.

Roles and Responsibilities:

- Leading and delivering client engagements that help identify, design, and implement creative business solutions for the company.

- Responsible for management and coordination of overall operations, SLA delivery across all processes, quality, and general administration of the process.

- Oversee the quality of deliverables, manage team relationships effectively to ensure exceptional performance, and participate in the development and presentation of proposals for business development.

- Responsible for client interactions with necessary reports highlighting efforts, results, and bottlenecks.

- Manage stakeholders, understand their business problems, and provide adequate solutions.

- Collaborate across multiple stakeholders including business leaders, delivery leads, and account management for service delivery, capability showcase, and new business development.

- Excellent client management, aiming at high client satisfaction scores.

- Manage conference calls and other communication with the client and build a rapport with key client contacts.

- Develop roadmaps and establish KPIs to manage performance and communicate results on client accounts.

- Lead and motivate a team and ensure their development through direct coaching and feedback wherever required.

- Support learning and development initiatives, coaching and counseling, and staff motivation retention programs.

- Identify pivotal employees and nurture them to become second-line managers.

- Effectively implement rewards, recognition, and appraisal programs. Create cross-functional teams to encourage team building. Focus should be on knowledge-driven growth for the team.

- Support PnL and Balance Sheet enrichment processes and ensure proper controls are in place and operating effectively.

- Farming and supporting new business initiatives.

- Transitioning support.

- Plan and coordinate with the internal team to meet SLA standards.

- Responsible for ensuring infrastructure utilization is done keeping in view the business requirements and new process migrations.