Senior Operations Manager

Educational Attainment:

• Graduate / Postgraduate of any 4yr course

Key Requirements:

• Should have handled a team of 300+ associates, for a 24X7 operations
• 12+ years relevant experience as a Senior Manage level with a major portion in team leading responsibilities
• Sound understanding of the BPO industry processes, specifically Contact Center set up & matrices
• Should have excellent knowledge of CSAT/CX/VOC/NPS metrics and has worked with either of them in previous experience.
• Willingness to work in night shifts, shifting schedule and or weekends if needed.
• Must be a very hands on individual who can roll up his/her sleeves to accomplish the desired results
• Analytical Skills: Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification
• Decision making: Exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area
• Quality: Demonstrates accuracy and thoroughness and overall quality of work is as per the requirements specified
• Teamwork: Gives and welcomes feedback, contributes to building positive team spirit, supports everyone's efforts to succeed
• Communication: Clear and good verbal and written communication skills; expresses opinion without hesitation
• Ethics: Treats people with respect, keeps commitments and works with integrity

To Lead and Manage Delivery Operations which includes following operations:

• Lead Service delivery
• Improve operating efficiency
• Develop people
• Develop relationship with client counterparts
• Manage contract terms and conditions
• Coordinate and manage assigned capability roles

Operational Responsibilities/Authorities:

• Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
• Accountable for results of work to both Cognizant and client
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Contributes to policy setting at a senior level
• Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios
• Provides and implements business-focused solutions within time/cost constraints
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives
• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
• May identify business development opportunities and communicate them to senior management
• Accountable for operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment
• Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility
• Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area
• Initiates and promotes continuous improvement programs across sphere of influence
• Manages and ensures consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility
• Evaluates direct reports, and provides formal counseling and mentoring to staff.
• Defines and manages group/team structures and resource levels to support business needs
• Understands the relevant aspects of the client products/services supported
• Concentrates on fostering processing efficiencies while meeting quality standards
• Demonstrates thorough understanding of client relationships/business practice.
• Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects
• Displays exemplary analysis and problem-solving capabilities

Soft Skills/General

• Strong leadership skills
• Strong analytical skills
• Strong communication skills with all levels of employees and management
• Ability to learn quickly through self-study, classroom, and hands-on experience
• Ability to perform special projects as needed in addition to daily responsibilities
• Ability to organize staff and supervise workload for maximum efficiency
• Strong organizational skills
• Presentation skills

Working Conditions

• Moderate travel depending on project involvement
• Flexibility to work straight night shift and overtime, or swing shift.
• Overtime and On-Call may be required
• Willingness to periodically travel internationally for 2-3 weeks at a time might be required
• Client holidays are observed instead & on occasion important local holidays