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]
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
Mention in the Email Body (Compulsory):
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
Mention in the Email Body (Compulsory):
Name:
Current Company:
Current Industry:
Designation:
Current CTC:
Email:
Mobile No:
Highest Academic Qualification:
Total experience in International BPO Operations Customer Service Processes:
Which BPO's have you worked with:
Total overall years of experience:
Current span of control (no of people reporting into you):
Notable Achievements:
Notice Period:
Current Area of Residence:
Why are you looking to move from your current company?:
Current span of control (no of people reporting into you):
Notable Achievements:
Notice Period:
Current Area of Residence:
Why are you looking to move from your current company?:
Are you an Expat (Yes/No):
Your Nationality:
Regards,
HR Interface Corporate Services
