Senior Manager - Operations - Utilities - BPO

Our client is a leading player in the BPO space, and they are currently looking for candidates with "Utilities" domain area for servicing their client.

Role Responsibilities :

Core Work Area : This should include the primary responsibilities that an individual spends maximum time on. Do consider day to day tasks, short & long term objectives, complexity of tasks, scope of thinking which is required in order to complete tasks, develop concepts or procedures etc.; extent of control, autonomy of decision making.

A) Operations :

- Plan for current day workflow and present performance for previous day to AVP

- Overseeing Department/AM's delivery on all agreed KPI's

- Day to day client communication

- Reviewing intraday process peaks and troughs to manage resources effectively

- Weekly quality and efficiency reviews with team and process head

- Weekly /Daily productivity audits

- Daily workflow checks and prioritization of work as per TAT

- Shrinkage management as per forecast allowances

- Client communication and reports to share department performance and productivity

- Weekly forecasting and resource planning for respective department

- Weekly /Monthly review to assess TAT set by client and propose changes if and when required

- Weekly/monthly review of SLA delivery

- Authorizing and implementing training and development requirements highlighted by team/Clients

- Resource planning for cross functional peaks

- Maintaining costs as per client and process heads guidelines

- Reviewing and resource planning to ensure costs are as per approved FTE budgets

- Identify process improvements to drive efficiencies

- Monthly /Weekly client feedback and cascade to direct reports

- Reviewing weekly team stats to maintain consistency in performance

B) Project Review & Management :

- Cascade and manage transition deadline's and process flow's

- KPI Delivery

- Implement and present progress update documents for all areas/new transitions

- Review and propose KPI change's as per process developments and requirements

- Define and manage group/Team structures to support business needs

- TNI for direct reports to business continuity

C) Other Responsibilities :

- Payroll / Invoice inputs for overtime and incentive's

- Systems check audits to ensure no downtime

- Ensure business cover 24/7

- Succession and management planning for leavers at AM /TL level

- Reviewing process and people impact on new transition's / cross skilling and propose business effective solutions

- Reviewing ADHOC costs incurred by periodic overtime requests

Administrative Tasks - General administration support provided for :

- Payroll inputs based on employee performance and attendance

- Overtime payouts based on required and delivered hours

- Weekly FTE forecast and actual comparison

- Systems and access authorization

- Cost v/s budgeted FTE reports

- Productivity and quality reporting

Financial Authority :

- Financial budgeting and control of, monitoring and reporting of.

- Consider extent of control, autonomy of decision making

D) People Management - Should include responsibilities for other staff if applicable, in terms of recruiting of, assessing of, training of, managing of direct reporting staff & Span of Control - 100 heads

Recruitment :

- Planning and implementing training timelines /requirements as per forecast

- Reviewing quality of new hires in the department and effect on quality and productivity

- Communication and update recruitment and HR on new requirements and assessing quality of new hires

- Assessment and training of High potential employees for vertical movement(TL/AM roles)

- Reviewing and upgrading recruitment guidelines if required

- New hire's induction to ensure loyalty quotient

- Weekly/Monthly audits on quality output of new hires

People Deliverables :

- Employee skill enhancement trainings

- Meeting retention targets set for respective departments

- Developing and grooming AM/TLS's on personal and professional level

- Monthly random staff skips

- Feedback and coaching to direct reports based on employee skips

- Creating employee engagement schedules

- Planning Training and development courses for top performers

- Reviewing employee escalations and agreeing course of action /permanent solutions

- Reviewing all staff under performance management plan

- Reviewing all disciplinary issues /termination cases to cover all risks from client and organization point of view

- Weekly /Monthly reviews to understand stability and ESAT quotient

- Bi weekly staff update meetings

- Monthly employee town halls

Stakeholder Management :

- Internal

- Clients

- Vendors

Minimum Experience :

- 5 - 6 Years BPO experience

- Minimum 3 years Management experience

- Minimum 18 months Assistant Manager experience

Reporting to - Head - Operations