Senior Manager - Operations ( Center Head )

Hinduja Global Solutions Inc.
  • Siliguri
  • Confidential
  • 9-14 years
  • 08 May 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Key areas of responsibilities (KRAs):

Integrates the vision for the function / engagement with the Business goals of the Organization
Demonstrates an understanding of the impact of sub process/function performance on the engagement objective
Creates short term & long term goals for the sub process/process
Generates ideas that have pan organization impact and communicates them effectively and works with other processes/functions to practice them
Stay updated with industry trends and proactively seek fresh inputs through networking etc
Optimize profitability for the process / function
Align functional objective with business profitability
Demonstrate functional expertise and high level of understanding of various aspects of running a business - operations, infrastructure, technology, legal, finance, human resources etc.
Work with Program Head to help the account grow through Account Mining
Prepare program budget and plan manpower based on Client and Organization goals
Track program performance and its impact on the financial goals
Costs, timing, customer needs, resources available, are always considered while planning
Establishes alternative plans in advance anticipating probable roadblocks
Organizes people and prioritizes the activities of the team to achieve results more effectively
Helps to remove barriers by providing resources and encouragement as needed
Lead the Program to achieve the agreed goals by providing guidance and direction
Is quick and clear in communication: chooses the right mode for a situation and clearly articulating challenges confronting a deliverable. When required, escalates it
Provides team members with a sense of direction: sets KRAs for team members with clearly defined performance standards.
Ensures that a robust review mechanism is in place to effectively monitor and evaluate progress of the program
Is completely responsible for own actions and that taken by the teams
Fostering a climate of support and accountability, and encourage teams to set challenging but achievable goals
Intervenes swiftly and consistently when performance is slipping, using the appropriate processes.
Own the P&L for the process
Takes responsibly to communicate to the client matters that the program might find difficult to manage
Employ sound judgment and logical reasoning and the give a thought to the impact of a decision before the decision is taken
Learn to lead effectively in crisis, keeping focus on key information and decision points
All judgments are backed by facts, input from systems, input from others
Gather and analyze relevant information about changing situations to recognize and define emerging possibilities
Keep informed about developments and policy changes inside and outside the organization
Manage daily performance to ensure that all Associates, Team Leads and Unit Leads are providing excellent Customer Service to all customers (internal and external).
Meet/exceed service and quality levels as assigned by Management/Client consistently
Uphold Organization & Client values
Look for new possible solutions for issues in the absence of precedents
Identifies flexible and adaptable solutions without compromising on the professional and organizational standards
Based on need, ensure the program develops better, faster, or cost effective operational methodologies
Collaborate with different functions to develop operational excellence models
Identify potential candidates for succession planning and create development pathway for them
Build team cohesiveness through team meetings, team goal setting and brainstorming

Desired Knowledge, skills and attitudes:

Excellent communicator/Exercises diplomacy and possess excellent interpersonal skills
Time management skills/Influencing Skills
Analytical skills/Problem Solving
Decision Making/Self-motivated and a self-starter
Sound Knowledge of English and other regional language as required/Excellent Client Relationship Management skills
Good understanding of the Domain
Desired qualifications:
Graduates /Post-graduates

Job Posted By

About Organisation

Hinduja Global Solutions Inc.