Malad, Mumbai |   12000000 - 18000000 P.A.

12 years

Job Description:   

This is a senior level opportunity for somebody having handled team of more than 300 pax.

The KRA's include:

Core Tasks:

• Aggressively working with BD for new Business opportunities
  Industry best practice sharing
• Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client
• Identify causes for non-achievement of SLAs, develop solutions and execute the same
• Leverage internal functions (helpdesk, training, HR etc.) and client resources to drive SLAs, escalate issues, if any, internally and with client
• Review and analyze performance reports against targets on a weekly/monthly basis with COO and Operations Manager 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, 3rd Party SLAs etc.
• Monitor compliance adherence through timely audits, generating awareness on the floor etc.
• Work in conjunction with the team on projects to ensure smooth transition of new processes.
• Participate in transition workshops/meetings with client for transitioning new processes
• Strategize and implement plans based on performance of the process, business targets, process management, training requirements and operations planning
• Establish and develop strategies to achieve operational growth as per organizational directives in order to maximize profitability and client satisfaction
• Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensure that the same are communicated effectively both externally & internally to facilitate business compliance
• Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices
  Work with management team to drive continuous improvement in the process
  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
• Participate in client / internal review calls and handle escalations
  Responsible for attrition management and arranging for backfills on a timely basis
• Contribute to the development of short and long term strategic business goals
  Mentor and ensure smooth induction of new hires in the process
• Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
• Establish innovative systems and procedures for handling data & reports and continuously improvise on them
• Ensure a Business Continuity Plan is in place for all processes
• Support marketing & client relationship team in sourcing new business from clients
• Work closely with HR to ensure high employee morale and retention initiatives
  Representing the process or the business at client or industry forums as and when required.

Team Management:

• Assist management with career development activities for Operations Manager, team managers and leaders, including performance management, feedback and training
• Control staff turnover and absenteeism by motivating & initiating incentive schemes & team building exercises
• Assist in development of policies and procedures to ensure staff retention
• Create and develop a coaching environment to achieve enhanced productivity and promote employee retention while facilitating open communication
• Drive employee/team satisfaction through team engagement, incentives, team bonding
• Set up a “growth” culture within the organization. Ensure timely feedback/coaching to direct reportees (set up similar culture through out the organization). Identify strengths/areas of improvement for reportees and ensure action plans are in place.
• Regularly assess training needs to fill gaps in performance
• Conduct the Succession Planning exercise for all levels
• Measure performance of the teams for e.g. performance appraisals, confirmation and ongoing feedback and training
• To be a role-model for the Team in terms of performance/ behavior/ attitude
• Groom and mentor the Team to handle more responsibility
• Accountable for one’s team, be the link between the teams, the Management and the Client.

Client Interface

• Ensure regular client interaction
• Assist the transition team during new client introductions and liaise with decision maker(s), determine viability of partnership, prepare and oversee submission of appropriate client proposals.
• Build and document MIS communication flows, escalation procedures and responsibilities of Client teams and their India counterparts involved in the handoff, development and launch process for all projects
• To be present for client interactions whenever scheduled
• Prepare reports periodically to be sent to the client
• Identify process gaps and collaborate with the Client to formulate solutions
• Ensure client expectations of operational performance and efficiency are met
• Act as an interface with the client and be responsible for managing the day-to-day operational functions of the team
• Resolve issues/ disagreements, if any with the Client

Other tasks:

Conflict Resolution

• To be accessible when a team member has a grievance
• Conduct regular meetings to ensure open communication and devise an action plan to address issues/ concerns raised by the team
• Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness

Qualification: Any Graduate

Keyskills:   Operations, Large Team Handling, People Management, Operations, conflice management

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.