Senior Operations Manager

LOCATION: CEBU PHILIPPINES
JOB TITLE: SENIOR OPERATIONS MANAGER

Role Purpose - The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.

Do:
1. Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
a. ) Strategy Planning with Senior Stakeholders & Clients
a.1) Collaborate with leaders to provide strategic and operational plans associated with the account
a.2) Plan the strategy for the coming years by identifying new geographies for alternate revenue streams

* Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
- Report to global delivery account head on status of the account
- Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems.

* Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

* Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
* Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality

* Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition

* Forecast and track key account metrics
- Invoicing:
1. Timely submission of invoices to the client as defined in the SOW
2. Provide information required and resolve any invoicing issues raised by the client
- Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
-Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
- Collect and analyze statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses

* Ensure outstanding performance against key metrics mentioned in the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as required

* Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality, both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

* Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery

* Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

1. Build people capability to ensure superior customer service levels of the existing account/client
2. Develop Capability within service line and products as per account requirements
3. Lead capability development initiatives to drive client specific certifications
4. Co-create capability enhancement programs with client for front line staff and supervisory level
5. Work with the Training and HR team to build and review training calendar
6. Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
7. Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
8. Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
9. Focus on helping people develop their careers in order to retain people in the account and reduce turnover

Stakeholder Interaction & Management:
1. Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
2. Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
3. Connect with senior leadership monthly on updating on the progress on a particular account
4. Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
5. Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
6. Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
7. Work with quality team to ensure the current business is as per the delivery standards of the contract
8. Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
9. Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management:
* Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization

Manage team attrition:
* Drive diversity in leadership positions
* Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team

Roles & Responsibilities:
1. Handle customer Escalations
2. Interface with client for operational reporting.
3. Manage teams for vioce and non-voice contact center services
4. Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
5. Transaction monitoring of agents
6. Develop plan for coaching and feedback skills, mentoring skills
7. Support service levels by being productive whenever required

Desirable Skills:
1. Experience in Healthcare domain would be an added advantage Domain
2. Responsible for administrative aspects including reporting
3. Superior communication (oral, written), presentation, and interpersonal skills
4. Demonstrate ability to develop and implement process enhancements including technology and performance
5. Ability to plan, prioritize, organize and communicate with client
6. Proficiency in voice and non-voice contact center applications, Work-force management applications, Quality tools and technologies, and other related Voice and Non-voice Contact Centre software
7. Experience in goal-setting (defining and prioritizing specific, driving objectives)