Capita - Operations Manager

Role Objective :

Review & enhance team performance through continuous improvement of operational staff in areas such as process & skills, eventually leading to high employee engagement and customer satisfaction.

Individual is required to manage the day-to-day operations to ensure that the team meets its quality, productivity and turnaround time SLA objectives.

Primary Responsibilities :

- Lead the team towards service delivery; ensure contractual Service Level Agreements (SLAs) for the process are met

- In case of missed targets, identify causes for non-achievement and develop a corrective plan

- Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and investigate causes for performance deviations

- Perform trend analysis on quality performance / errors / deficiencies and recommend solutions

- Monitor compliance adherence through timely audits and generate awareness on the floor

- Understand client's processes and suggest modes of value addition

- Participate in client / internal review calls and handle escalations

- Optimum resource utilization

- Retention of employees & succession planning

- Coordinate with recruitment team for on time delivery of back-fill / new hire batches

- Work closely with HR to ensure high employee morale and retention initiatives

- Coaching and mentoring subordinates

Key Result Areas :

Key Measures :

- Customer satisfaction

- Meeting all key process deliverables

- Employee engagement

- Attrition

- Continuous Improvement

Skills & Knowledge :

- Proficiency with computers specially MS excel and Web based tools

- Excellent written and spoken English

- Background knowledge of online retail or working in a online retail environment (Preferred)

- Call centre experience