Senior Operations Manager

About the role: Manage the operations and customer service delivery process for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parametersQuality assessment & ManagementQualification & Functional Skills:Post-graduation or MBA (Preferred)Excellent verbal and written communication skills.Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levelsExtensive knowledge of the principles, procedures, and best practices in the industry.Excellent organizational skills and attention to detail.Strong analytical and problem-solving skills.Proficient with Microsoft Office Suite or related software.Work Experience:Minimum 12 years of relevant experience in Operations with service industry experienceAt least 7 years’ experience of leading large operations team (BGV operations preferred)Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomesResponsibilities:Act as a domain expert for operations department and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.Establishes, implements, and communicates the strategic direction for the organization, keeping in mind the business requirementsEnsure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalationsDevelop, implement, and maintain effective Workforce Management (WFM) and Quality fostering continuous improvement and exceeding defined performance levelsProvide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operationsWork closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiativesManage internal delivery teams and external partnerships for fluent client deliveries without any hurdlesIdentify and build on areas where value can be added in operations. May conduct research to identify areas of improvementLead projects of improvement and track measures/processes to improve quality and productivityAssist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resourcesEstablish/publish Standard Operating ProceduresAnalyze work load and work flow trends to maximize the effective use of resources