Operations Manager

Planning & Executing the supply chain management process including but not limited to hiring & Training, operations, career progression and retention of the employees Manage performance of the team Deliver on SLA commitments based on the contract Meet and exceed customer satisfaction goals Daily/Weekly/Monthly/Quarterly reporting of SLA performance Proactive management of business/operations trends Forecasting business volume & capacity planning Formulate continuous improvement plan Coordinate with IT team to fix all IT related issues for the team Client Management: Ensure client management with 100 referenceable customers Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders Set and manage client expectations Identify potential new business opportunities To take complete ownership of the cases and to take feedback on negative surveys To handle deviations and carry out risk analysis Quality Management Create and improve process guidelines and framework Drive adherence and compliance to organizational / quality standards Formulate action plans for consistent service delivery quality Create preventive and corrective action plans on customer or Client comments /feedback Operations Management Set and review KRA's for the team, align their goals to the overall objectives of the organization / client Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders Capacity / Resource planning and management Liaison with cross functions across the organization addressing the needs of the team members To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.) Business continuity planning & risk management Create, generate and publish reports with the help of MS office tools Skill Development: Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers Plan relevant training programs working with respective groups Project Revenue & Cost Management To manage revenue & cost management Operate on planned budget Resource planning (People / IT)