Operation Manager (transitions Planning & Co Ordanation)

Ikya Human Capital Solutions Pvt Ltd
  • Bangalore
  • Confidential
  • 6-11 years
  • Views
  • 15 Sep 2016

  • Senior Management-Operation

  • BPO/ ITES/ Call Centers
Job Description

(a) Big Picture Perspective:

Transition Planning and Coordination
Identifying Value additions and Process Improvement Initiatives


(b) Business Acumen:

Process Metrics review with the senior management and the team
Identifying, recommending and implementing ways to increase the productivity and the quality of the team
Adherence to company policies
Ensuring the process meets the defined Service Levels
ISO and HIPAA compliance


(c) Planning & Organizing:

Creating Growth Path/Succession Planning for the process
Effective Resource Utilization


(d) Directing & Monitoring

Define and review KRA of Leads, AMs & DMs
Manages day to day Operations.


(e) Accountability

Timely reporting of deliverables like Performance Incentive, Internal Dashboards
Responsible for timely invoicing.
Attend to Process Escalation and provide effective solutions
Responsible for Balance Score Card and its parameters
Attend to Client calls, Status Meeting and Client Feedback.
Review and Regulate SOP


(f) Problem Solving & Decision making

Is able to identify problems and take decisions independently
Provides solutions to individual and organizational challenges

(g) Relationship Building

Co-ordinate on Process Quality requirements


(h) Passion for excellence

Driving Perfect Service
Driving Formula one and other Developmental Programs for the team
Identifying, recommending and implementing ways to increase the productivity and the quality of the team


(i) Managing Self

I dentify and participate in training / developmental programs


(j) Inspiring Others / Managing Teams

Control Absenteeism and Attrition in the Process
Coaches and mentors
Hiring as per the process requirements


Desired skill sets

US health care (ERISA/HIPAA/State Mandates)
Process SLA
Awareness of ISO, ISMS
Telephone etiquettes
MS office
Process Knowledge
Effective communication
Good analytical skills
People Management
Feedback and Counseling
Presentation
Coaching and Mentoring


Competencies/Skill sets for this job

Operation Management Quality Sla Productivity

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