Senior Manager

Job description

Role – Senior Operations Manager Operational Planning Tasks JOB DESCRIPTION - KEY TASKS: • Manage the P & L of the Account to ensure smooth delivery, process improvements & profit maximization. • Coordinate with all support departments. • Drive process improvement and relieve bottlenecks to ensure efficient delivery • Ensure that new users understand the processes and timelines • Ensure SLA targets are achieved • Ensure C-SAT targets are achieved • Manage and oversee the deployed activities of the project • Manage relationships with key stakeholders. • Ensure quality and controls are in place and adhered to across all aspects of the activities deployed. • Drive continuous improvements through Six Sigma, Automation and other enhancement systems. • Ensure attrition is managed within Organizational targets • Responsibility and accountability for oversight and management of all deployed activities the team. • Assist in identifying and resolving data inconsistencies. • Act as subject matter expert • Ensuring policies and procedures, documentation and controls are up-to-date and are being applied correctly. Skills Required Education: Minimum educational qualification is GRADUATION with 10+ years overall experience in BPO / 3rd party environment, with 6+ years in leadership role (Currently Operations Manager/Sr. Manager). • Willing to work in Shifts. • Exposure to Six Sigma and continual improvements. • Experience of handling third party clients. • Experience in Credit card banking is an added advantage. • Production of consolidated monthly/quarterly management reports as required by Business and Corporate. • Ability to manage and delegate multiple activities with continuously changing priorities/deadlines and policies. • Strong communication skills, with the ability to liaise with staff and other departments at all levels.