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Operations Manager

In Alaska / India

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Operations Manager   

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JOB TITLE:

Operations Manager

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Mumbai Alaska / India

JOB DESCRIPTION:

Role Operations Manager

Location Mumbai

Experience 5 to 7 years

Qualification MBA

Skills/Competency - Analysis, Communication, Data Collection

Must have managed team of atleast 10-15 FTEs for 2+ years. Must have E-commerce, BPO experience.

Desired Skills

Excellent communication skills, MS Excel and Power Point Presentation, stakeholder management

Key Metrics (Mont Operation:

  • 100% delivery of agreed production SLAs within TAT.

  • Manage resource utilization (Core utilization to be 100%)

  • Ensure timely response to all client escalations

  • Achieve revenue goal

  • Maintain demand Vs supply ratio for manpower requirement

Project P&L:

  • Maintain operational cost within process budget.

  • Raise service invoice for assigned projects within timely fashion

  • Ensure one touch delivery of project invoice. (review, approval, submission)

Data Management:

  • Ensure daily delivery of productivity reports to all stakeholders.

  • Maintain accurate records of daily, weekly and monthly productivity.

  • Publish weekly and monthly dash boards to share process growth.

  • Analyse process defects and suggest data backed improvements.

  • Analyse historical data for demand forecast, manpower requirement or ramp-down needs.

People & Performance Management:

  • Establish and assign daily, weekly and monthly tasks for individual(s) and team

  • Manage shrinkage and attrition

  • Ensure orderly conduct of self and team members

  • Maintain performance records for all team members (productivity, attendance, achievements, ILRs, CAPs DAPs, PIPs, Client escalation & behavioural misconduct)

  • Regular coaching & feedback to all team members

  • Monthly performance review

  • Employee grievance redressal

Communication & Stakeholder Management:

  • Address client queries, concerns and request in timely manner

  • Keep stakeholders posted with project status (SWOT)

  • Communicating financial goals and key performance indicators to direct reports

Position Details

POSTED:

Nov 09, 2021

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16174665892147131

LOCATION:

Alaska / India

CITY:

Mumbai

Job Origin:

CEIPAL_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Operations Manager    Apply

Click on the below icons to share this job to Linkedin, Twitter!

Role Operations Manager

Location Mumbai

Experience 5 to 7 years

Qualification MBA

Skills/Competency - Analysis, Communication, Data Collection

Must have managed team of atleast 10-15 FTEs for 2+ years. Must have E-commerce, BPO experience.

Desired Skills

Excellent communication skills, MS Excel and Power Point Presentation, stakeholder management

Key Metrics (Mont Operation:

  • 100% delivery of agreed production SLAs within TAT.

  • Manage resource utilization (Core utilization to be 100%)

  • Ensure timely response to all client escalations

  • Achieve revenue goal

  • Maintain demand Vs supply ratio for manpower requirement

Project P&L:

  • Maintain operational cost within process budget.

  • Raise service invoice for assigned projects within timely fashion

  • Ensure one touch delivery of project invoice. (review, approval, submission)

Data Management:

  • Ensure daily delivery of productivity reports to all stakeholders.

  • Maintain accurate records of daily, weekly and monthly productivity.

  • Publish weekly and monthly dash boards to share process growth.

  • Analyse process defects and suggest data backed improvements.

  • Analyse historical data for demand forecast, manpower requirement or ramp-down needs.

People & Performance Management:

  • Establish and assign daily, weekly and monthly tasks for individual(s) and team

  • Manage shrinkage and attrition

  • Ensure orderly conduct of self and team members

  • Maintain performance records for all team members (productivity, attendance, achievements, ILRs, CAPs DAPs, PIPs, Client escalation & behavioural misconduct)

  • Regular coaching & feedback to all team members

  • Monthly performance review

  • Employee grievance redressal

Communication & Stakeholder Management:

  • Address client queries, concerns and request in timely manner

  • Keep stakeholders posted with project status (SWOT)

  • Communicating financial goals and key performance indicators to direct reports


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