Senior Manager - Operations - Manufacturing Domain - BPO

Position: Sr. Manager

Location: Chennai

Roles & Responsibilities :

- Oversee the Operations team to organize resources, set operations goals in line with business objectives/goals and achieves it and also carries out strategy to effectively utilize the skills of the team and deliver exceptional service

- Deliver the operational strategy for the team in the region and align with functional strategy

- Setup adequate monitoring and probing according to KPI definition as to measure service availability, performance and ensure the associated SLAs are met

- Build strong partnership with the client by growing and nurturing the existing relationships to ensure exceptional operational collaboration& effective foundation for future growth

- Ensure that there is a higher morale across the organization at various levels and better customer satisfaction levels

- Reach out to all teams on forward looking growth path, projects and set the teams ready for the evolving changes. Work with support team like HR, admin, facilities and IT to ensure other ancillary support is ready for growth and expansion

- Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures

- Own the Voice of the Customer and take appropriate action to ensure customer satisfaction. Also participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems

- Ensure schedule adherence, workflow accuracy and team productivity goals are met and that administrative tasks (time-keeping, HR inputs, etc.) are accurate and on-time

- Strategize training needs based on organization Goal and Develop the functional expertise in the Team

- Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement

- Actively seeks to understand core business values and initiatives, and translates those into everyday practices

- Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making

- Suggest process improvements and drive team to work differently but within process guidelines

- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and effective team Management

- Conduct monthly skips level meetings with the team to identify issues and areas of improvement and drive individual development plans based on the analysis

- Delegate effectively and create a succession planning for all the roles within the team

- Keeping the team motivated and organizing appropriate training towards developing the team

Skills Required :

- Ability to work closely with internal and external stakeholders in a dynamic, and fast-paced environment capable of managing several tasks simultaneously, while paying attention to detail and quality

- Ability to identify, analyze and report risk trends to improve customer experience

- High customer obsession, both for internal and external customers

- Experience of delivering results consistently; goal-driven and motivated by achieving targets

- Provides leadership, coaching and development of the team. Works in conjunction with Human Resources and Training to develop strategic plans for management and supervisor development

- Be able to continually measures and evaluates all work processes using Kaizen, Lean and other improvement methods

- Proven track record of leading teams to high levels of performance

- Deep dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.

- Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.

- Develops and drives strategies and programs which improve the competitive position of the team and company

- Able to build and maintain lasting relationships with other departments and key business partners

- Ability to effectively manage time, prioritize tasks and work within deadlines

- Well organized with keen attention to detail with demonstrated effective follow-up skills

- Bachelor's degree in Engineering or Science or Management or equivalent with a minimum of 12 years of overall experience which include 4 years in a Managerial role

- Proven experience in the manufacturing industry in Program Management Domain

- Strong communication skills, with the ability to clearly and succinctly articulate issues to senior management

- Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders. Performs a variety of tasks, works under general supervision

- Ability to view the issues end-to-end and develop action plan with tangible deliverable

- The ability to work in a global environment with a strong customer focus, with experience of pro-actively working with demanding customers in a flexible manner

- Ability to manage knowledge, replicate best practices to improve process performance

- Proficient in Microsoft Office products (Word, Excel, Outlook and PowerPoint)

- Outstanding leadership and analytical skills as well as great communication skills, both written and verbal

- Ability to multi-task and prioritize in a fast paced environment and handle multiple issues at one time

- Ensures process adherence is maintained and responsible in meeting timelines and quality standards

- Shows flexibility/ownership& works under pressure situation

- Ability to achieve personal objectives while meeting departmental standards of performance

- Understanding of the Business requirement and capability to address issues at various levels

- The candidate should have excellent problem solving capabilities and lateral thinking skills

- Need to be prepared and flexible to work in a Global Environment that involves all the possible time zones

Preferred experiences :

- Domain knowledge in Manufacturing will be an added advantage

- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred

Malathy