Operation Programming Manager

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 10-12 lakh
  • 7-12 years
  • 12 Oct 2016

  • Senior Management-Operation

  • BPO/ ITES/ Call Centers
Job Description

Overview of role:
The Account Manager will design and execute strategies in line with DU business requirements across spectrum of operations, technology, communication, change managements & other areas. The position will have below key deliverable:
Relation management for the DU with their stakeholders
Improve operational effectiveness through technology, space , human capital levers
Collaborate with stakeholders to ensure that strategies are aligned to organizational goals and executed effectively

The candidate would report into COE Lead and could be accountable downstream processes & MPAs (Management process Areas)

Responsibility Areas:

The Account Manager role would be highly demanding with standard regular deliverables with emergent unplanned business needs to support organizational goals. Key responsibility would be under:

i. Manage end to end execution of all new work scoped for DU
ii. Strategy delivery, effectively plan transitions people, process & technology requirements
iii. Deliver seamless migration with high degree of customer satisfaction
iv. Manage timelines & budgets

Service Management:
i. Establish SM framework effectively across business streams
ii. Ensure approach is flexible and meets evolving business needs
iii. Relationship management with stakeholders SPOC, participate in leadership forums, drive VOC, Engagement
iv. Incident management, Escalation Management & drive improvements

Change Management:
i. Effectively manage communication
ii. Strategize & execution of plans within bound timelines

Business Lever management:
i. Possess good business acumen
ii. Work with DU on reduction of cost to serve and reduce actual spend variance against forecasts
iii. Assist DU to effectively manage HC and plan for organic growth
iv. Develop early warning system, business intelligence for business to sustain growth and improve YoY

Key Performance Measures:
The Account Manager is a very fast paced and high performance role with delivery effectiveness measured against certain quantitative & qualitative performance parameters.

Timeliness of service delivery new transitions/programs, framework set up, VOC,etc
Accuracy of budgeting & HC planning for DU
Accuracy of opportunity tracking, logging and conversion to deployment
Process improvement initiatives on cost to serve, HC optimization and productivity gains

Ability to collaborate with multi region, multi functional stakeholders across Finance, HR domains
Ability to interact with Senior leadership team
Ability to think out of box solutions, proactive recommendations & foresight
Ability to work with multi functional teams & manage large programs
Ability to learn business nuances, contribute to thought process and effectively improve business performance

Educational Qualifications:
Degree or Post graduation in reputed institution
PMP or any Program Management certifications would be a value add

V. Others:
Flexible with work timings
Multi tasking and lean gestation period
5-6 years in project/program management domain ITES industry(overall experience of 7+ years)

Competencies/Skill sets for this job

Operation Warning System Stakeholders Strategies Timelines Budgeting

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About Organisation

2COMS Consulting Pvt. Ltd.