JOB TITLE: Head - Operations DEPARTMENT: Operations Ireland (IRL) LOCATION: Mumbai REPORTS TO: Vice President - Operations SPAN OF CONTROL: 350 - 10,000 FTE's (Approx.) JOB PURPOSE: This role is responsible for -&nbsp; - Providing strategic and tactical leadership for the business vertical - designing, implementing and leading an Operations Strategy that is aimed at delivering Company Plan Objectives and Contact Centre Objectives - specifically, delivering best in class service experience for customers, and managing operations efficiencies in terms of containing operating costs and meeting service level targets - ensuring a smooth execution through effective communication, implementation, role clarity, performance management, culture building and celebration of success - retention, development and learning for the team by working with OD, HR and Training - looking for new business opportunities within the accounts that are under purview - front-facing role with the Client representation of the business on all Operations related requirements - to participate and lead cross functional projects aimed at sharing best practices and enhancing the Contact Centre deliverables PRINCIPAL ACCOUNTABILITIES: I. To manage, execute and enhance overall Business Vertical performance thus contributing to business performance improvement &amp; profitability: - Managing the efficient and effective running of the business vertical through cutting edge operational practices - Ensuring the achievement of vertical level targets - commercial targets, customer satisfaction targets, people-centric targets and operational targets - Working with the Change Management team to understand upcoming changes, their impact on customers and employees, and their implications, and to lead and implement the change operationally. - Working with the Quality Team to understand and seek feedback on gaps in quality of customer experience, and to discuss opportunities to improve the experience - Working with Training and Organization Development teams to ensure appropriate interventions to advisors, supervisors and mid level managers to enhance their competencies and improve their performance - Working with IT to ensure effective management of outages - Working cross functionally with other Operations verticals to share best practices, offer support and ask for support to contribute to the overall performance of the Contact centre - Participating in the annual budgeting exercise to plan resources for the contact centre, and Implementing robust mechanisms to monitor and track budgets and ensure they have been met - To explore new business opportunities within the accounts that are under the purview - To influence change (not as in Team but as in improvements) - To manage and execute contractual targets II. To lead, drive and enhance employee experience, team performance and culture by: Managing Attrition &amp; Ensuring employee engagement - Designing and implementing employee-centric people practices and processes and building a people sensitive culture within Operations - Developing direct reports through coaching, feedback, developmental trainings, delegation, cross functional exposure, enhancement of roles and mentoring - Ensuring a culture of appreciation, acknowledgement and engagement within the team, to foster a sense of pride in one's job - Ensuring employee engagement to keep employee morale high, and attrition and absenteeism in check Building a high performing team through effective Performance Management Processes that incorporate: - setting SMART goals / KPIs for all levels (advisors, SEs, TLs, TOMs, Managers and Senior Managers) within the vertical that are aligned with own objectives, and the objectives of the Contact Centre and of Three UK - effective and timely communication of upcoming change and other business updates - implementing and executing a robust system of performance tracking and measurement - ensuring a system of timely appraisals, monthly one on ones / coaching sessions for everyone with their reporting managers, so as to provide timely feedback, encourage performance-enhancing conversations and provide an opportunity for coaching for performance and for behaviours - Ensuring implementation of formal and informal reward and recognition systems to foster a culture of performance and merit based rewards Supporting and Facilitating Team &amp; Self Development - Working with HRBPs and OD team to design and execute a development plan at various levels, and identifying opportunities for high performing team members to enrich and enhance their capabilities to perform better / take on more enhanced roles - Supporting HR in identifying top talent in the team through past and current performance records- (appraisals) scrutiny and help in building a succession plan and executing the same - Effectively delegating responsibilities to TOMs/Managers and mentoring them to enhance their leadership and managerial skills - Providing ongoing coaching and mentoring to direct reports to understand their aspirations and challenges and support them in their career journey III. Working in collaboration with stakeholders and other departments: Inter - Departmental coordination - Interacting actively with other Ops and Ops Support functions, with the SMT and with stakeholders in the UK to communicate requirements, make requests, share challenges and best practices, and seek as well as offer support where required - Building robust relationships with key stakeholders and influencers in the business and encouraging the team to build their own relationships and ensure consistent communication - Supporting the Recruitment team in the selection process to ensure selection of the right candidate for the right profile through liaisons with the hiring forums within the contact centre - To liaise with Clients for all business related aspects KNOWLEDGE, SKILLS &amp; COMPETENCIES REQUIRED: Functional Skills &amp; Competencies-&nbsp; - Knowledge and expertise of managing large contact centres - Knowledge of best practices in contact centre management, performance management, reward and recognition, employee engagement Leadership Competencies Customer Focus (Core) - establish a clear vision, values, and mission to drive and sustain a customer-centered, strategic change - consistently place a high value on customers (internal and external) and all issues and factors that relate to business financial needs and requirements by each Vertical in the contact centre - anticipate customer needs, explore all options and develop appropriate change solutions - maintain high confidentiality with sensitive information and data and display integrity - ensure delivery of all promises and commitments made to the customers/ stakeholders as desired and provide suggestions for improvement and enhancement of their business performance through skilled analysis and reporting in terms of finances - maintain high confidentiality with sensitive information and data in terms of budgeting and Vertical headcount salaries and such other information and display integrity Communication Skills - Ability to articulate compelling ideas and - engage employees and leaders- by displaying strong verbal and written communication skills - Ability to translate and summarize complex analytic findings into actionable recommendations through written and oral communication - Ability to interact professionally with a diverse group, executives, managers, and subject matter experts by displaying excellent verbal and written communication skills Analytical Thinking and Decision Making Skills - Ability to identify opportunities for professional development of key staff members by providing coaching and ongoing mentoring - Ability to analyze existing organizational processes and systems and identify change requirements that need to be implemented - Ability to handle varying amounts of information, distil key points drawing practical conclusions translating into a strong business case and business requirements - Ability to make major decisions impacting strategic outcomes appropriately and effectively - Demonstrates ability to make unpopular and difficult decisions when necessary - Ability to look beyond the obvious solutions and ways of working and create better mechanisms or more efficient ways of working Planning and Organizing - Ability to plan and organize multiple priorities - Ability to plan and organize data in a way which is easy to understand and use - Ability to plan and organize large-scale and long-term projects and strategies that lead to desired outcome - Consistently demonstrates structure and detail orientation Flexibility - Ability to adapt quickly and effectively to changing plans and priorities of the department - Ability and willingness to adapt to and work effectively within a variety of diverse situations, and with diverse individuals or groups - Ability to understand and appreciate different and opposing perspectives on an issue, adapting one's approach as situations change and accepting changes within one's own job or organization - Adapts behaviour to perform effectively amidst continuous change, ambiguity and, at times, apparent chaos People Management - Coaching &amp; Feedback - Ability to provide feedback in constructive, firm and outcome focussed manner - Ability to coach team members through their challenges &amp; issues to continuously enhance performance &amp; behaviours on delivery of tasks People Management - Performance management - Conducts effective and meaningful performance conversations with DRs with equity and emphasis on behaviours - Ability to ensure that one's own DR's are able to facilitate development of their respective team members in a constructive manner People Management - Leading and Developing Others - Provides opportunities for development (training opportunities &amp; role assignments) as appropriate to DRs/ team members - Manages and develops DRs to ensure effective team work and understanding of stakeholder requirements and needs, and ensure effective performance - Provides leadership to DRs/ team by modelling high standards of work performance and ethics People Management - Conflict Management Proactively addresses interpersonal conflicts among team members and positively influences individuals, negotiates and uses appropriate methods to mediate and resolve conflicts EDUCATION &amp; EXPERIENCE REQUIRED: - Overall 10-14 years- work experience with at least 2yrs in a Sr. Managerial role - Proven experience in achieving targets against budget - Proven experience in a People Management and Development - Understanding of the inter-dependencies between departments to ensure smooth inter department engagement and coordination - Experience in a Customer facing environment - Experience in a multi - channel Contact Centre - Experience in equivalent background (either Technology, Sales, Commercial or Financial), with Customer Service forming the corner stone of operations delivery

Mumbai

Tech Mahindra - Head - Operations - Business Services 

Tech Mahindra - Head - Operations - Business Services  ,Job Description for Tech Mahindra - Head - Operations - Business Services  in Tech Mahindra in  Mumbai for (12-18) years of experience. Apply Now!

Job Description for Tech Mahindra - Head - Operations - Business Services  in Tech Mahindra in  Mumbai for (12-18) years of experience. Apply Now!