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* The Role
The responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
* Duties and Responsibilities
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
- Establishing and managing relationships with stakeholders
- Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- To ensure training of new staff on the corporate policy rules to be adhered to
- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
- To monitor and document work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations of the teams and provided updates
- Identify and drive continuous improvements and initiatives in process
- Coach & mentor Team lead so that they are able to manage their teams better
- Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- To ensure that all internal customer queries are followed up on a timely basis.
