Operations Manager
Operations Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Role/Responsibility
- Capacity planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLAs with the Client.
- Establishing a review/ reporting mechanism with the Client.
- Developing and approving incentive plans.
- Be a Champion for process & performance improvement projects.
- Develop case studies show case the business and participate in business acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to team of lead assistant managers team leaders and agents
- Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations
- Ensure compliance with internal policies and procedures external regulations and information security standards.
Competencies & Skills
- Outstanding Client facing skills.
- Capability to prepare and conduct business reviews.
- Outstanding leadership people management and communication skills.
- Outstanding conflict resolution skills
- Displays integrity
- Business perspective and a capability to drive improvement based on benchmarks.
- Good crossfunctional appreciation and capability to team with relevant others to drive business objectives.
Values & Behavior
- Customer Service orientation.
- Quality Orientation.
- People oriented.
Education Requirements
- Graduation (in any stream) or diploma
Work Experience Requirements
- Minimum 10 years of work experience in Business Process Offshoring.
- Candidates should have at least six year of supervisory experience in international Voice and/or back office business.
Employment Type
Full Time
