Operations Manage
Positions reporting into this role: Team Leader/ Assistant Manager Operations
Reports to: DL - Operations

Primary Responsibility
This role is primarily responsible for monitoring and controlling the functioning of multiple teams and processes in compliance with the SLAs. The role is also responsible for ensuring employee morale and driving corporate values & culture to the shop floor, for implementing policies, procedures and controls and for handling customer communication as defined in the communication matrix.

Role Responsibilities
· Monitor processes on a regular basis and take corrective action when required
· Maintain relations with the client contact and ensure that their needs are met
· Ensure that all customer complaints are handled efficiently
· Escalate issues on a timely and proactive basis with customers and follow-up for timely resolution
· Document all client conference calls. Identify action items and track till closure
· Draft daily/ weekly status reports for the client
· Validate SLAs before the final sign off is done
· Plan and execute process improvement initiatives
· Complete billings for the month – billable head count vs. actuals
· Ensure integrity of MIS
· Control Evaluation
· Oversee compliance of Company Standard Quality Systems
· Provide logistics support & cross functional co-ordination
· Ensure that all audit related issues are brought to a close
· Coach & mentor the AMs/TLs so that they are able to manage their teams better
· Identify and resolve people and process productivity issues
· Develop leadership skills amongst team so that they are able to take on larger responsibility
· Organize team meetings for the purpose of information sharing and obtaining employee feedback
· Coordinate the Reward & Recognition programs for the team & ensure that they are executed in a fair & transparent manner & have the desired impact on employee motivation
· Assess performance of AMs/TLs on an on-going basis and ensure that the performance management process is adhered to
· Work planning for the entire unit, keeping in mind shift rotation, people fatigue and hygiene factors like prior intimation of shifts, ensuring team members do not work more than 9 hours a day etc…
· Ensure communication of HR Policies
· Identify & mentor critical few
· Identify the skill gaps with team leads & highlight the same for action
· Track best practices and share the same with the team

Primary Internal Interactions
· Head Operations – for the purpose of obtaining inputs on improvements, process review, and support
· DL - Operations – for the purpose of process review, direction & feedback, performance measurement & escalation
· Other Directors in the Operations department – for the purpose of sharing new initiatives and best practices
· All direct reports (AMs/TLs) – for the purpose of process performance & control, planning & executing initiatives
· Indirect reports (TMs) – for the purpose of sharing information, motivation & team building
· HR, Finance, Facilities, Training, Technology – for the purpose of providing support for smooth operations
Primary External Interactions
· Senior Managers and Managers at the client end – for the purpose of process review & escalation, process rating, and information sharing
Qualification
Minimum – Post Graduate with relevant domain knowledge
Experience
5 – 7 years of which 3 – 5 years in service industry experience is mandatory. Process management and people management (including managing professional / supervisors) experience is a must.
Span
3 TLs/AMs depending on complexity of process

Competencies
Process Orientation:
Has a process perfect mindset. Uses Six Sigma to improve efficiency & reduce risk. Uses metrics as a way of life. Repeatability & reliability are kept at the top of the mind
· Develops measures / shapes new processes to improve performance across processes. Cost conscious
· Manages process performance through effective measurement. Identifies repeatable tasks for digitization.
· Understands and follows processes. Committed to zero error.

Customer Focus:
Continuously exceed customer expectations to deliver “peace of mind”. Has ownership to the “end customer” and always sees things from the customer’s perspective.
· Shapes innovative solutions to exceed customer expectations.
· Manages workgroup members to proactively deliver the solutions that meet the needs of the customer.
· Understands the customer’s need and goes the extra mile to deliver it faster & better.

Achievement Orientation:
Always goes the extra mile. Willingly accepts stretch goals and sees Continuum’s success as his/her own. Demonstrates a “will to win”.
· Guides the team around key priorities and goals. Energizes by setting high expectations.
· Manages projects / tasks successfully. Completes projects on time and within budget. Has an eye for detail
· Understands the requirements from his role. Does more in less time. Operates with a sense of urgency.

Learn-ability:
Learns from mistakes. Has the ability & urge to continuously learn.
· Motivates others in the team. Encourages and empowers others. Acts to promote a friendly climate, good morale and co-operation. Gives credit and recognition to others who have contributed.
· Manages the team and continuously solicits ideas and suggestions to make effective decisions and plans
· Understands his role in a team situation and contributes effectively. Shares information and maintains effective working relationships with other team members.

Teamwork:
Has the ability to work cooperatively with others as part of a team, as opposed to working separately or competitively
· Motivates others in the team. Encourages and empowers others. Acts to promote a friendly climate, good morale and co-operation. Gives credit and recognition to others who have contributed.
· Manages the team and continuously solicits ideas and suggestions to make effective decisions and plans
· Understands his role in a team situation and contributes effectively. Shares information and maintains effective working relationships with other team members.

Leadership:
Gets the best out of people by demonstrating confidence in them. Demonstrates the Continuum Spirit.
· Motivates the team towards achieving a common goal. Removes roadblocks. Simplifies complex strategies to promote morale and productivity.
· Manages employee performance by providing suitable challenges / opportunities that unlock their potential.
· Walks the Talk.

Communication:
Understands and is understood. Has interpersonal intelligence.
· Interprets information and shapes viewpoints. Guides area level communication.
· Manages & encourages an open 2-way communication process. Is tuned into informal feedback systems.
· Understands & responds effectively. Delivers message in one go. Is concise, clear & credible.

send your profile at twinkle.varghese@adecco.co.in