Operations Manager

The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Candidate Profile:

Has at least 3 -5 years of relevant experience as OM in BPO set-up.

With Experience in handling German Accounts

Can start in first week or 2nd week of Feb

Essential Functions/Core Responsibilities:

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

Create and maximize relationships with client partners.

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement.

Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

Attend business reviews with the client

Handle a team of team leaders

Career Framework Role:

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.