Responsibilities

<ul>
<li>Maintain up to date overview of operational progress, outstanding actions, financial workflows, manage overall metrics to monitor cost &amp; performance.</li>
</ul>

<ul>
<li>Build operational strategies to elevate the customer experience.</li>
</ul>

<ul>
<li>Awareness of best practices and opportunities for improvement in field operations.</li>
</ul>

<ul>
<li>Drive understanding and ensure adherence to field ops function and processes.</li>
</ul>

<ul>
<li>Ensuring the availability of required resources in all the working shifts to drive field operations.</li>
</ul>

<ul>
<li>Lead in identifying and implementing opportunities for efficient operations. This includes development, management and expansion of a high class service experience.</li>
</ul>

<ul>
<li>Responsible for correct procedures and processes, training, improvement of resource management and developing KPI's and reporting.</li>
</ul>

<ul>
<li>Drive operational efficiencies to maintain Service levels and expand margins of the region.</li>
</ul>

<ul>
<li>Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience.</li>
</ul>

<ul>
<li>Collaborate closely with stakeholders like Finance, Contact Center, and Business to ensure the expectations are properly met by the Regional field operations team.</li>
</ul>

<ul>
<li>Drive change management to ensure efficient implementations of any new strategic change.</li>
</ul>

KPIs:

<ul>
<li>Internal Quality metrics (SLAs %)</li>
</ul>

<ul>
<li>Customer Experience metrics (CES, Escalations &amp; Service Error)</li>
</ul>

<ul>
<li>Internal team productivity metrics (Cost &amp; Utilisation)</li>
</ul>

Skills &amp; Qualification

<ul>
<li>Bachelor's degree in any stream. MBA would be a plus.</li>
</ul>

<ul>
<li>4-8 years of frontline Operations Management.</li>
</ul>

<ul>
<li>Strong leadership qualities to lead a large geographically spread team.</li>
</ul>

<ul>
<li>Ability to manage conflicts and good stakeholder management skills.</li>
</ul>

<ul>
<li>Multi-tasking capabilities and inter departmental coordination.</li>
</ul>

<ul>
<li>A strong team sport background is a plus (showcasing the long term commitment and rigour).</li>
</ul>

<ul>
<li>KPIs Handled: Tasks delivery Fulfilment/ Service levels, cost related KPIs, Revenue growth and Margin KPIs, project management, Process or change management</li>
</ul>

<ul>
<li>Demonstrated ability to bring structure and rigour into organisational decision-making in a fast-paced environment.</li>
</ul>

<ul>
<li>Strong communicator who can communicate both effectively and professionally on all levels.</li>
</ul>

<ul>
<li>Ability to communicate in a way that encourages team members to go the extra mile and in a way that a good team environment is guaranteed.</li>
</ul>

<ul>
<li>Experience with advanced excel skills.</li>
</ul>

<ul>
<li>Experience in customer-focused positions, having a strong customer oriented mindset.</li>
</ul>

<ul>
<li>Strong sense of team mentality and reliability.</li>
</ul>

<ul>
<li>Excellent interpersonal and resource management skills.</li>
</ul>

<ul>
<li>Strong analytic skills to review reporting from disparate data sources across a variety of operational functions to determine and resolve potential issues.</li>
</ul>

<ul>
<li>Strong project management and organisational skills.</li>
</ul>

Operations Manager

Responsibilities Maintain up to date overview of operational progress, outstanding actions, financial workflows, manage overall metrics to monitor cost &amp; performance. Build operational strategies to elevate the customer experience. Awareness of best practices and opportunities for improvement in field operations. Drive understanding and ensure adherence to field ops function and processes. Ensuring the availability of required resources in all the working shifts to drive field operations. Lead in identifying and implementing opportunities for efficient operations. This includes development, management and expansion of a high class service experience. Responsible for correct procedures and processes, training, improvement of resource management and developing KPI's and reporting. Drive operational efficiencies to maintain Service levels and expand margins of the region. Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience. Collaborate closely with stakeholders like Finance, Contact Center, and Business to ensure the expectations are properly met by the Regional field operations team. Drive change management to ensure efficient implementations of any new strategic change. KPIs: Internal Quality metrics (SLAs %) Customer Experience metrics (CES, Escalations &amp; Service Error) Internal team productivity metrics (Cost &amp; Utilisation) Skills &amp; Qualification Bachelor's degree in any stream. MBA would be a plus. 4-8 years of frontline Operations Management. Strong leadership qualities to lead a large geographically spread team. Ability to manage conflicts and good stakeholder management skills. Multi-tasking capabilities and inter departmental coordination. A strong team sport background is a plus (showcasing the long term commitment and rigour). KPIs Handled: Tasks delivery Fulfilment/ Service levels, cost related KPIs, Revenue growth and Margin KPIs, project management, Process or change management Demonstrated ability to bring structure and rigour into organisational decision-making in a fast-paced environment. Strong communicator who can communicate both effectively and professionally on all levels. Ability to communicate in a way that encourages team members to go the extra mile and in a way that a good team environment is guaranteed. Experience with advanced excel skills. Experience in customer-focused positions, having a strong customer oriented mindset. Strong sense of team mentality and reliability. Excellent interpersonal and resource management skills. Strong analytic skills to review reporting from disparate data sources across a variety of operational functions to determine and resolve potential issues. Strong project management and organisational skills.

Operations Manager in Bengaluru (UID-14122)

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Job Description for Operations Manager

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