Job Description
Job Title:Operations Manager
Location: Chennai
- Manage a team of team managers who in turn manage teams of 12 – 20 Advisors
- Ensure smooth functioning of the process and compliance to procedures and policy guidelines; Lead the team into operational growth. To proactively build relationships with customers (internal and external); Responsible for managing Process, People, Metric & Client relationship; Ensure effective resource utilization.
What will you be doing?
- Ensure Service Level Agreements for the process are met as agreed upon with the client
- Identify causes for non-achievement of Service Level Agreements, develop solutions and implementing the same
- Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations
- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery,
- Monitor compliance adherence through timely audits, generating awareness on the floor etc.
- Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.
- Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same
- Responsible for attrition management and arranging for backfills on a timely basis
- Mentor and ensure smooth induction of new hires in the process
- Develop strategic & tactical plans to identify, analyse and effectively respond to clients needs, emerging trends and best practices
- Work closely with HR to ensure high employee morale and retention initiatives
- Manage attrition by implementing measures for retention of work force
- Review, recommend and implement new methods and procedures to ensure efficiency of operations
- Conduct dip checks of parameters that impact performance to ensure data integrity
- Conduct skip level meetings at regular intervals to address concerns, if any
- Responsible for staff performance, management, compensation and rewards & recognition programs
- Attend daily huddle with team managers to be updated on all the floor issues concerns
- Set KROs for the team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals
- Drive quality and process improvement initiatives such as Six Sigma/Lean to ensure continuous improvement Provide reports on the process metrics and employee performance to the Top Management
- Conduct regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met
- Assist in budget management & cost control measures
- Understand billing parameters of clients and take measures to ensure billing optimization
- To be involved in recruitment & selection process of floor employees
- Monitor employees count for full time attendance
- Conduct performance reviews daily/weekly/monthly
- Co-ordinate with Helpdesk for employees query resolution
- Monitor and manage call/process related quality
- Interact with other operations teams to avail required information
- Liaise with HOD/ COO regularly
- Manage various trainings namely Ex. Process, Up skill and Refreshers
- Involve in corporate social responsibility initiatives (Community)
- Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations
- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews
Team Management
- Measuring performance of the team
- Confirmation and on going feedback and training
- Build effective vertical and horizontal communication channels across the organization
- Formulate long term plans for the development and motivation of the team
- Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.
- Offer cordial work environment and cohesive work relationship with the direct reports to facilitate performance.
- Coach and mentor sub-ordinates by involving them in decision making process
- Ensure that role profiles of the team are reviewed and updated annually
Skills/Competencies
What we’re looking for:
- Familiar with Operating Systems (Windows 98/95/2000/NT), Knowledge of MS Office (Word, Excel, PowerPoint) & People Soft, Proficient in using email; Exposure to technology- database management, networks & links
- Minimum senior level of prior work experience in a service industry with minimum expericence in a BPO/Call centre
- People centric
- Customer focus/Market awareness
- Attention and key focus on procedural compliance
- Analytical bent of mind
- Demonstrated team handling skills in the past
- Adept at communicating across business and cultural barriers to ensure customer satisfaction
- Post graduate degree/diploma in management
Skills That Will Help You In The Role
- Should have deep understanding of Personal Banking processes
- Problem Solving
- Leadership
- Result oriented
Where will you be working?