Senior Operations Manager - BPO

Position:Senior Operations Manager

Essential Qualifications: Graduate / MBA / Post Graduate Diploma

Technical Qualifications: Working knowledge of MS Office Suite

Organization Structure: Report to the AVP-Operations

Work Schedule: Required to work in flexible schedule during day, night and weekend shifts

Area of Accountability Description of Responsibility Competencies Required

Client Management - Single point contact for the client and the senior management for a specific shift

- Interface with clients frequently and maintain an excellent relationship with them - Customer Service Orientation

- Inter-cultural Competence / Diversity

- Communication

Project Management - Oversee and coordinate the day-to-day shift activities

- Ensure accuracy is maintained in jobs submitted to clients

- Set-up work, shift schedules, evaluate recommended software and deal with and report any problems that may arise

- Responsible for quality and timely completion of all projects

- Delegate and manage production capacity on the shift

- Result Orientation

- Passion for action / Initiative

- Achievement Orientation

- Innovation

- Adaptability / Flexibility

Team Management

- Manage teams across a process

- Develop strong interpersonal relationships with the team

- Coach and counsel team members to enhance performance and arrest attrition

- Develop an environment that provides motivation and development opportunities for the team

- Introduce initiatives for team development

- Recognize and reward performance and ensure welfare measures are carried out

- Interface with various support functions to introduce initiatives to develop the team

- People Management Skills

- Conflict Management

- Team Effectiveness

- Facilitation / Group Moderation

- Impact and Influence

- Change Leadership

- Developing team members for larger roles / promotion

- Attrition rate

- Attendance

- Team Development initiatives implemented

- Team Satisfaction Index

Management Information Systems

- Maintain accurate reports of production traffic

- Monitor service levels based on predetermined metrics

- Analytical Skills

P&L management

- Prioritize resource to reflect the teams P&L

- Manage team profit and loss statement on a monthly basis

- Present and justify performance across metrics such as utilization, productivity, EBITDA, retention and deadline adherence and quality to senior management

- Team P&L

- Savings on the team

Security Management

- Responsible for adherence to security norms including print security and physical access procedures in the team

- Responsible for ensuring all members of the team go through security and compliance awareness programs as per policy

- Organization Awareness

- Knowledge of security management system

- Employees security & compliance

- Team Integrity