Operations Manager

Talent Leads Consultants
  • Bangalore
  • 10-15 lakh
  • 5-10 years
  • Views
  • 08 Jun 2017

  • Customer Service, Operations

  • Recruitment/ Staffing
Job Description

INTERNAL ROLE TITLE Reports to Head - Business Excellence
Senior Manager - Business Excellence Department Customer Operations
Function Customer Operations - Business Excellence

Location Bangalore
To have a central hub for Process Design & Re - Engineering which will ensure uniform processes are designed , rolled out and
followed across all customer points. To continuously facilitate process improvement in all areas with a focus on strategy
execution , competitive improvement and innovation such that it ensures a standardized output and a seamless
experience across all customer facing processes. This would include managing all aspects of process design and improvement ,
keeping in line with organizational goals , policies , guidelines and service - values , the design and improvements
made should lead to continuous enhancement in service experience , cost optimization , arresting fraud and revenue leakages.
Major purpose of the job:
Ensure Process Design , Process Re - engineering , Process Review and Maintenance processes are in line with the Service Philosophyand leads to enhancement in service experience and cost optimization
Ensure that well - defined requirements are derived from the product and customer requirements. This includes ensuring that the deliverables of the project are clearly understood. Ensure that there is a well - defined architecture
Identify and take up improvement activities to reduce customer pain areas , increase productivity , optimize costs by plugging revenue leaks , fraud and improve satisfaction.
Strategies to improve agility of activities undertaken by the team to give better results in short time
Execute any other projects , tasks or activities required to improve performance of the processes
Understand product lifecycle and ensure project documentation is complete and accurate. Control and coordinate change to the project at the level of requirements , timescales and resources
Drive the planning process by leading cross - functional teams through the planning stages and assembling a high - level project plan. This plan must meet the needs of the customer interface as regards the functionality and timescales for delivery.
Drive the individual project teams via weekly reports and reviews and , where needed , more detailed interaction. Ensure that systems design engineering deliveries to product / process verification take place as agreed. Ensure that the developed solution is properly deployed in a production environment.
Report to the management on the progress of the project. Bring actual or potential slips to the attention of the management in a timely manner. Present project status and direction to the customer as needed
Identify and manage dependencies on other projects
Act as a central point within the project for the escalation and resolution of issues that affect the project activities
Analyze and manage the risks to the project , including mitigation and contingency plans
ESSENCE OF ROLE - Key accountabilities
1 Impact on the business T o ensure all the Project s are rolled out with minimum impact on customer , cost and revenue
To ensure all the customer facing processes are updated with version controls
To manage a library / repository of processes
To identify and re - engineer process to ensure validity and performance of processes
To improve operational processes through continuous improvements
Adhere to all company policies and procedures and actively promote continuous Improvement and its activities to others
2 Customers , suppliers and third parties Operations (Call Centre , Back Office , Outbound)
Training Content and Delivery
Business Intelligence
Systems and IT
Field Service
Supply Chain
Revenue Assurance
3 Leadership and teamwork Lead Projects and facilitate the projects
Set weekly , quarterly & annual goals & targets
Manage resource planning for projects , and team members
4 Innovation and change Motivate & influence team members to think about various ways of saving time and cost when devising solutions
5 Knowledge and experience Process Improvement Techniques
Process Designing
Analytical Skills
Interpersonal Skills
Project Management Skills
Excel functions , relations , analytics and presentation
Understanding of reporting tools and procedures
People - development skills
6 Communication Regular update and Feedback to from process stakeholders at least once a month about areas of opportunity and status of ongoing projects
Seeking regular inputs to bridge the gaps highlighted in the processes at least once a fortnight
Project Closure Report
Benchmarking and competition feedback at least once in three months
Best practice sharing at least once a quarter

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