Serco - General Manager - Operations

Functional/ Operational:

Operational / Service Delivery:

- Ensure Service Level Agreements (SLAs) for the cluster /processes are met as agreed upon with the client. Identify causes for non-achievement of SLAs, develop action plans, implement changes and review.

- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.

- Responsible for retention management.

- Manage internal stakeholders (helpdesk, training, HR etc.) and client resources to drive SLAs.

- Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensure that the same are communicated effectively both externally & internally to facilitate business compliance.

- Work in conjunction with the team on projects to ensure smooth transition of new processes.

- Drive continuous improvement in the process.

- Ensure a Business Continuity Plan is in place for all processes.

Client Management:

- Set up an effective governance structure.

- Participate in transition workshops/meetings with client.

- Resolve any conflict arising out of client interaction.

- Ensure high level of interaction and integration with client to drive business for the entity as a whole.

- Achieve highest level of client satisfaction defined from time to time.

- Engage at all levels of client hierarchy.

Team / People Management:

- Create a highly motivated environment for the team.

- Create and develop a coaching environment to achieve enhanced productivity and promote employee retention while facilitating open communication.

- Drive employee/team satisfaction through team engagement and team bonding.

- Ensure timely feedback/coaching to direct reportees (set up similar culture through out the organization).

- Identify strengths/areas of improvement for reportees and ensure action plans are in place.

- Regularly assess training needs to fill gaps in performance.

- Conduct the Succession Planning exercise for all levels.

Governance:

- Measure performance of the teams for e.g. performance appraisals, confirmation and ongoing feedback and training.

- Review and analyze performance reports against targets on a weekly/monthly basis with the HOD and Operations Manager and with client and investigate causes for performance deviations.

- Monitor compliance adherence through timely audits, generating awareness on the floor etc.

Communication:

- Share internal satisfaction survey reports with Managers and drive action planning to manage internal customer satisfaction.

- Conduct regular meetings to ensure open communication and devise action plan to address issues / concerns raised by the team.

Business & Strategy:

- Strategize and implement plans based on performance of the process, business targets, process management, training requirements and operations planning.

- Representing the process or the business at client or industry forums as and when required.