Operations Manager

Job Description

Role/Job Title: Operations Manager

Job Description

Daily tracking and monitoring of performance against targets, encouraging an environment

which best promotes TCS values and behaviors, ensuring the team has the appropriate

training, skills and knowledge to be able to provide best customer service on every

occasion, and are motivated to deliver against challenging standards of service targets

Manage the work of the team to ensure that timeliness and quality is the underlying

principle of all processes under their control, and to ensure that the team works within

their job descriptions and adheres to relevant policies, processes and controls

Effective performance management of team and individuals to ensure Key Performance

Indicators, targets and objectives are met. Provide feedback, support and guidance where

necessary. Lead, Coach and Support the effective performance of the Team to provide a

level of customer service to both internal and external customers that ensures first class

customer focus and delivery performance, discipline and grievance –

instigating/conducting informal & formal measures when appropriate)

Maintain team credibility, including handling escalated queries/complaints and front end

all and critical client communications for the project as per the set and agreed timelines

Maintain customer focus and imbibe discipline and grievance – instigating/conducting

informal and formal measures whenever appropriate

Make full use of systems to progress decisions that are right for the customer, profitable to

the company and the performance of the team

Preparation of management reports and information, utilizing and developing

alternative/improved methods of gathering information, to allow more effective reporting

to internal and external stakeholders

Person Specification

The Delivery Manager has the ability to unlock his/her own potential as well as the

potential of others through special projects, strong decision-making skills and adaptability

Strategic, thorough, honest and open communication is a must and communicates with

integrity and compassion with teammates and customers

As a leader should be comfortable influencing through written and verbal communication,

presentations and interactions with teammates at all levels within the company

The Manager must demonstrate an ability to remove obstacles to help teammates succeed

Knowledge/Experience:

7-10 years experience in a customer service environment in an Operations role

Strong management experience in an operational environment in an international call

center environment is a must

Competencies/Skills:

Ability to make sound decisions that reflect good judgment. Exceptional performance

management abilities

Ability to collaborate, build relationships and work across the organization in a multi-site

matrix operations environment

Demonstrated success driving organizational change with a track record of innovation

Exceptional influencing skills that inspire action without full reliance on authority

Superior execution skills with attention to detail and focus on clear, realistic action steps

and timelines

Experience in creating and implementing processes that result in improved business

performance

Ability to present a compelling case for ideas and initiatives through listening and

articulating a convincing point of view

Ability to work effectively in the face of ambiguity, shifting priorities and multiple

deadlines

Experience in complex financial analysis and ability to infer relevant business applications

Ability to plan for projects and initiatives by identifying risks and assumptions

Strategic thinking skills and a focus on bottom-line results

Skillset:

Should have worked in the capacity of operations Manager for a minimum of 3 years

experience in Banking industry an advantage

Should possess excellent communication and interpersonal skills

Should be a team player

Excellent knowledge in MS Office

Should be open to working in night shifts.

Ability to work effectively in ambiguity, shifting priorities and multiple deadlines

Strong execution skills with focus on clear, realistic action steps and timeliness

Create and implement processes that result in improved business performance

Ability to motivate and generate results from the team

Responsibilities:

Responsible for overall operational issues on day-to-day basis

Need to take care of SLA's, client relationship and team management

Encourage deployment of process improvement initiatives for the unit

Periodical reports in necessary formats as demanded by clients

Training and competency development for the team

Analyze daily performance indicators and encourage awareness and performance

improvements

Performance management of the team

Coordination with interconnected departments on necessary issues and updates to each

functional manager

Retention and control of attrition meeting the set targets

Developing and deploying strategies for emergency

Drive participation in Client and internal calibrations

Qualifications:

Graduate, Post Graduate

Desirable:

Banking Experience preferred