Mumbai Alaska / India

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