Operations Manager

FUNCTIONAL/ OPERATIONAL:

• Manage day to day center operations
  Meet or exceed KRAs of all team members such as Ops managers ACCMs AMCCs and agents New training and ongoing training of team members Responsible for grooming and development of team Responsible for revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets Responsible for achieving desired client KPIs throughout and align team to deliver the desired results Responsible for direct client communication in terms of any deliverables asked and demanded by the client Manage assigned shifts throughout the week proper escalation list management strategic seating etc Hold team meetings on a regular basis with the direct reports Document and communicate system and business process gaps Ensure process operates efficiently according to client and company measures Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long lasting and fruitful relationship of the team with the Company through timely constructive feedback and counseling Excellent ability to demonstrate innovation and good judgment problem solving skills when making decisions Demonstrate agility to manage dynamic operational environment and quick decision meeting Manage people metrics effectively and think of out of box solutions for attrition and shrinkage control timely performance management incentive and reward and recognition

Specific security responsibility:

• Understand and Comply with Information Security Policies and Procedures and report all security incidents
• Protect information entrusted to you.
• Follow the information labelling and handling procedures based on the classification level of the asset
• Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy
• Comply with the Non-Disclosure Agreement.

Work Experience

• Graduate.
• Operations Manager on paper with minimum 1 year experience. Banking Experience preferred.

Shift Window

• 24*7 2 rotational weekoffs

Special Certifications

• None

Competencies and Specific Skills

• Efficiency of planning;
• Efficiency of crisis management / co-ordination;
• Has a lead role and works well alone and as part of a team.
• Achievement of agreed service standards;
• Customer satisfaction. Measured through NPS and VOYC
• Motivation and efficiency of team;
• Contribution to and efficiency of planning;
• Effective resolution of difficult issues and problems;
• Accuracy and volume of personal and teams work;
• Quality of staff management and development;
• Quality and success of continuous improvement initiatives