Abu Dhabi Openings for a Reputed Outsourcing Giant - Operations Manager

Designation: Operations Manager

Function: Workforce

Grade: Manager

Position Reports to: Site Leader - Al Ain [Abu Dhabi]

Reportees: Team Leaders & Case Officers
Date of Job Post: 17th September, 2013 [Closing in a week]

About the Company: With over 1,00,000 employees in almost a 100 delivery centres across US, UK, Europe, India, the Philippines, Australia, The Americas, Middle East & Africa, the hiring company is a leading global Business Process Management Outsourcing Leader supporting multinational Fortune 100, 500 & 1000 clients. Being recognized as one of the best places to work, 4 years in a row, and being part of one of the most admired support services company according to Management Today, they believe in being a trusted partner for their clients, a place of learning and excellence for their employees.

 

Job Description [Main Responsibilities]:

•       Ensure all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPI’s) defined for the Clients are met/exceeded

•       Performance of root cause analysis for non-achievement of SLAs/KPI’s and development and execution of remedial solutions

•       Manage all operations staff and ensure they are adequately trained and equipped to deliver superior service

•       Review and analyze performance reports against targets on a weekly/monthly basis with team leaders and investigate causes for performance deviations

•       Ensure process compliance with all business rules, regulatory and Clients directives, and adherence to all operational processes and procedures

•       Manage performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices

•       Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions

•       Mentor and ensure smooth induction of new hires in the Clients

•       Develop strategic & tactical plans to identify, analyze and effectively respond to Clients needs, emerging trends and best practices

•       Work closely with HR to ensure high employee morale and retention initiatives

•       Manage attrition by implementing measures for retention of work force

•       Review, recommend and implement new methods and procedures to ensure efficiency of operations

•       Conduct dipstick checks of parameters that impact performance to ensure data integrity

•       Conduct skip level meetings at regular intervals to address concerns, if any

•       Responsible for staff performance, management, compensation and rewards & recognition programs

•       Attend daily huddle with team leaders to be updated on all the current operational issues /concerns

•       Set Key Result Objectives CSA’s, CO’s and Team Leaders and ensure KROs are aligned to the Clients SLAs/KPI’s, as well as the overall organizational goals

•       Ensure compliance to COPC norms

•       Creation and publishing of operations reports on process metrics and employee performance to Clients

•       Frequent engagement with the Site Head and other internal support functions,  to ensure cohesive service delivery across all business functions set-up by Clients

•       Active involvement in the recruitment & selection process of operational staff, as well as the ongoing management of these staff

 Team Management

•       Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

•       Build effective vertical and horizontal communication channels

•       Provide efficient leadership to the team

•       To be a role-model for the Team in terms of performance/ behavior/ attitude

•       Formulate long term plans for the development and motivation of the team

•       Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

•       Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.

•       Coach and mentor sub-ordinates by involving them in the decision making process

•       Participate in Client Calls / internal review calls and handle escalations

•       Carry out periodic service review calls with Clients to ascertain fulfilment of ADSIC expectations

•       Build and maintain healthy business relations with Clients

•       Provide daily / weekly reports to Clients on SLAs and metrics

 Conflict Resolution

•       Respond and resolve issues arising out of interactions with other support functions.

•       Conduct timely meetings to ensure open communication and devise an action plan to address issues/concerns raised 

Information Security 

•   Adhering to Information Security Policies and Procedures of The Company

•   Ensuring compliance to Information Security Policies and Procedures

•   Ensure reportees comply with the security policy and procedure of THE COMPANY

•   Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

•   Protect information entrusted to you.      

•   Follow the information labeling and handling procedures based on the classification level of the asset.

•   Follow the Clear Screen and Clear Desk Policy.

•   Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

•   Comply with the Non Disclosure Agreement.

Qualifications: Post graduate degree/diploma in management

Desired Years of Experience & Industry:

Minimum 7-10 years of prior work experience in a service industry with 5 years in a BPO/Call center; Stability in previous jobs; Preference/aptitude for a career in customer service environment; Demonstrated team handling skills in the past; Adept at communicating across business and cultural barriers to ensure customer satisfaction.

Skills & Abilities:

•    Ability to motivate people

•    Good analytical and problem solving skills

•    Business acumen

•    Commercial bent of mind

•    Mature, Enthusiastic, High on Integrity

•    Ability to work with numbers

•    Ability to handle stress

•    Take initiative,

•    Ability to delegate responsibility

Other Important Must Haves:

Salary Range – AED 20000 per month

Work Location – Al ain, Abu Dhabi

Expat – yes ( based in UAE)

Can’t consider the following nationalities: Egypt, Syria, Lebanese, Iran, Palestinian, Somalia, Yemen

Span of control - 70

Arabic speaking – Yes, mandatory

Joining Period: Need to join within a month

Contract term – 1 year (will be renewed basis business and performance) 

  

The position closes in a week so, pls send your cvs asap (within this week) Send cv with a PASSPORT Size Photo or any other self image as personality fitment is to be ascertained too. Preferably in formal attire. [Word document Cv]

Email Subject: Operations Manager, Outsourcing Giant, Al Ain, Abu Dhabi

To: careerconnect.neha@gmail.com & neha.asthana@hr-interface.com & pls cc to bpojobs.hrinterface@gmail.com
 
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Regards,

HR Interface Corporate Services