Operations Manager - Enterprise Support (TAC)

Job Description

SLA Management:Manage performance of the teamDeliver on SLA commitments based on the contractMeet and exceed customer satisfaction goalsDaily / Weekly / Monthly / Quarterly Reporting of SLA performanceFormulate continuous improvement plan Client Management:Weekly / Monthly / Quarterly operations review with stakeholders.Set and Manage client expectationsTo take complete ownership of the cases and drive improvement plan on negative surveys feedbackTo handle deviations and carry out risk analysis Operations Management:Set and review KRA’s for the team, align their goals to the overall objectives of the organization / clientDaily /Weekly / Monthly / Quarterly operations review with internal and external stakeholdersCapacity / Resource planning and managementLiaison with cross functions across the organization addressing the needs of the team membersBusiness Continuity planning and Risk management Skill development:Address skill gaps in Product / Process / Technology / CommunicationMentor Leads & EngineersPlan Relevant training programs working with respective groupsCareer progression and succession planning for the team. Desired Skills:Strong operation and leadership skills.Good communication, negotiation and conflict resolution capabilities.Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolutionKnowledge of Project Management methodology, tools and techniques.