Williams Lea - Associate Operations Manager

Associate Operations Manager

Location - Kochi

Work Mode - WFO

Experience 14+

Overview of the role:

The role holds primary responsibility for all operations of the unit in relation to the SLA and any futureservice provision for the Client. Ensure that a first class service is delivered. Control cost through effective utilization of personnel, materials and equipment. Work closely with various support functions including HR, Finance, Risk & Compliance, Technology and Admin

Roles and Responsibilities :

- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

- Define appropriate operational metrics aligned with business goals; establishes processes for measuring, tracking, and driving continuous improvement of these metrics

- Break down goals at team and individual levels and defines clear metric benchmarks that need to be achieved

- Foresee capacity issues and works independently with the business to plan and set expectations

- Accountable for completion and correctness of the service delivery

- To monitor and document work schedule of staff and absences

- Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates

- Ensure high audit scores by reducing error rates while delivering on the policy and process requirements

- Coach & mentor Team lead so that they are able to manage their teams better

- To be the Key contact for all problems and queries with specific business assigned

- Monitor and ensure process and policy adherence across all levels in line with the guidelines / policy that are rolled out from time to time

- Create successors

Educational Qualification: Graduate/ Postgraduate in any discipline

Skills Required:

- 15 20 years of relevant work experience with at least 7 years experience in managing processes, team and client relationships

- Experience in presentation services business is a must

- Previous people management and team supervisory experience is a must

- Experience of working in a client focused environment

- Excellent interpersonal skills

- Action Oriented, Integrity and Trust, Perseverance

- Good Planning, Communication Skills, Problem Solving, Drive for results, Standing along and Directing

Others:

- Self-starter, proactive & assertive

- Strong acumen for data analysis and MI preparation

- Strong organizing skills with good ability to multi-task

- Excellent command over English language spoken and written

-Highly process oriented

- Display great leadership traits and acumen to adapt to new work environments