Sunera Tech - Operations Manager - Global Services Platform

About Sunera Tech :

- We are Product based, IT Services and Consulting Company primarily based out of USA. A Global Organization started in 2002 with offices across US (Michigan, Illinois, Maryland, Texas), Australia (Sydney) & Global Delivery Centre in India, Hyderabad and about 850+ associates deployed across locations.

- A Well-known IT Services and consulting Company in Testing Services, BI Services, EDI Services, EBS support, Cloud Infra. Sunera is widely known company in providing automation solutions as well across the globe. Automation Products - (Cloud tester, DOX, Ring Master, Automas, Eseal, Meltag) Our Identity: We are the fastest growing Oracle Platinum Partner.

- Please visit our website / LinkedIn page to find more insights about the organization www.suneratech.com https://www.linkedin.com/company/sunera-technologies/

About the Opening :

Position : Global Services Platform Operations Manager

Experience : 12-18 Years

Work Location : Uppal Office, Hyderabad

Type of Employment : Permanent

Role :

- The primary purpose of this role is to, manage operations and administration of the CUSTOMER platform in India working in close coordination with CUSTOMER's local partner on operational, human resources, administrative tasks, strategies, and execute implementation objectives. This position will report to CUSTOMER's corporate representative based in Hyderabad and tasked to support the GSP integration across CUSTOMER.

Key Accountabilities :

- The GSP Manager will have primary responsibility for supporting the implementation of an efficient shared services model for operations across all of CUSTOMER. While specific objectives are subject to the specific position-based business needs, the GSP Operations Manager is accountable to lead and manage an operational team to deliver the following functions:

Oversee/Supervise :

- GSP-based (principally Hyderabad) operational teams (between 25 and 50 people), ensuring day-to-day delivery of CUSTOMER's operations in India in support of CUSTOMER operations. Oversee CUSTOMER GSP operations, ensuring team's skills support CUSTOMER and our customers, and identified best practices for remote management and delivery of support services and established and followed.

Human Resource Management :

- Work with Director of Global Operational Excellence and VP of Global Operations and HR teams from CUSTOMER's US and UK offices to define a cohesive HR Management plan, including approaches to ensure training and compliance with CUSTOMER's global policies including in areas such as ethics, anti-harassment, and security, identifying and vetting candidates, on-boarding, training, mobilizing, mentoring and managing selected candidates.

- Ensure staff and team are orientated and well aligned with CUSTOMER's mission, strategic objectives, core values, and policies. Enable and support a matrixed mutli-disciplinary team. Ensure each member of the team has the necessary information and tools to be effective in their role, with training plans for all members of the team.

Talent Management :

- Implement and further develop and cultivate cross-Business Unit approach to talent management, including identification, motivation, development and retention of staff and consultants, using relevant CUSTOMER and Sunera corporate tools, training, networking, resources and staff and consultant information systems.

- Cultivate and support GSP staff members to share, innovate, and collaborate locally amongst the growing GSP team. Lead the collaborative and dynamic planning in prioritizing the work that needs to be done against the team's capacity and capability.

Operational Management :

- Work with Global Operations team to develop and implement operational policies, procedures and efficiencies through the integration of shared service model across CUSTOMER's business units.

Data Strategy :

- Work directly with the CUSTOMER Chief Information Office to develop and implement, as requested, elements of a long-term comprehensive data strategy.

- Work to define business requirements and an IT infrastructure that can support CUSTOMER today and can scale for future needs that can be integrated with other CUSTOMER technologies and investments already in house. Identify consultants needed from India to support and implement the CUSTOMER Strategy.

In addition to the functions outlined above, participate or lead, as requested in the following additional areas of support and management :

Financial Management :

- In collaboration with the Global Operations team, support research for financial models for present and future states of CUSTOMER in India and provide input into annual and long-term budgets for the GSP.

Logistical Support :

- Ensure logistical and operational support to CUSTOMER staff traveling to India for the purpose of operational management of the GSP, strategic and long-term implementation plans, or business development visits. Work with suppliers such as hotels, transport companies, landlords, etc. to obtain favorable supplier terms applicable in support of the GSP operations and CUSTOMER visitors.

Corporate Communications :

- Support the Global Operations Team and the CUSTOMER Corporate Communications staff to define and implement communications strategy.

Business Development Support :

- Provide targeted, timely support to CUSTOMER Business Units pursuing opportunities with potential Indian or international donor customers. Upon request, network with customers, partners and external consultants to enhance customer awareness of CUSTOMER services and capabilities, positioning for upcoming bids while ensuring compliance with all CUSTOMER ethics and corporate policies.

Security :

- Support the Global Operations Team with the CUSTOMER Global Security Team to define and supervise a function for internal and external security services to ensure duty of care of CUSTOMER staff and consultants in India.

Objectives and Measurement Criteria :

- Ensure satisfaction of CUSTOMER business units supported by CUSTOMER's platform in India as measured through their feedback, as defined in the Management Plan and as assigned

- Ensure quality internal support, as measured by feedback from the business units, projects, and Sunera, as defined in the Management Plan and as assigned

- Ensure risks to CUSTOMER's operation in India are identified and managed, as per the Risk Matrix

- Track KPIs of individual staff and departments and overall Service Level Agreements (SLAs) to ensure quality support to Business Units and CUSTOMER Functional Managers

- Document key lessons (shared services, recruitment/retention, collaboration, automation, knowledge management, remote working environments, etc.) and work with Global Operations Team to adjust as needed. Adopt industry best-practices in Project Delivery and support processes

- Ensure growth of operational capacity is aligned with and supports CUSTOMER's eventual business development strategy in India.

Qualifications, Knowledge, Skills and Experience :

- Proven leadership and operational management skills and capacity

- Post Graduate Degree in relevant field (Business Administration, HR Management, Finance)

- 8 to 12years professional services experience in India and/or in the US

- Experience working with major private sector customers, very strong client interfacing / handling skills required and should have managed medium to large enterprise programs earlier.

- Proven ability to manage teams of up to 50 people in a matrixed environment

- Commercially astute with demonstrable aptitude in client service and management

- Expertise in Delivery Management including status reporting, Value articulation of project delivery, SLA management, shared services delivery.

- Track record in managing teams and connecting across units of a firm to set and achieve targets, ideally in a shared service operation

- Excellent written and verbal communication skills in English.

- Flexibility, versatile and tolerant in a changing work environment with the ability to work effectively under pressure and to strict deadlines.

Travel :

- This role is based in Hyderabad India. International travel will be required, including periodically to Bethesda (USA), London/Apsley (UK) and possibly other CUSTOMER locations globally.

If interested in the above opportunity, kindly apply with your updated resume with below details:

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