Manager Operations

Job Title:

Manager Operations

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations

Key Responsibilities:

• Manage a team of at least 100-150 executives supporting Voice operations

• Flexible and willing to work in a 24/7 shift environment.

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

• Establish & Manage Relationships / Engagement with the Clients

• Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed 

• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) 

• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements 

• Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports) 

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; 

• define and implement any corrective actions needed to meet operational performance targets

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching 

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner 

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement 

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from WFM & Client and make adjustments to meet changing requirements 

• Attend business reviews with the clients.

• Manage & control attrition keeping it to the minimum and plan for timely back fills

• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.

• Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures

• Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates

• Ensure that all audit related issues are brought to a close

• Identify and drive continuous improvements and initiatives in the process

• Coach & mentor Team leads, enabling them to lead their teams effectively

• Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management

• Ensure that all internal customer queries are followed up on a timely basis

• Collaborate with internal teams, inter departments, cross functions across locations

•   Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.

•   Ability to manage conflicts, motivate team members, and foster a collaborative work culture.

•   Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations

Desired Skills:

• Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions

• Strong knowledge of Credit card and other Banking products

• Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders

• Experience in handling voice operations (inbound and outbound)

• Client facing roles managing and representing operations

• Knowledge of the patient lifecycle journey of in US Healthcare & India - related regulatory requirements

• Experience in client facing roles managing and representing operations

• Experience in handling multiple teams and has shown improvement in the overall team performance

• Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience

• A creative mind to think beyond the status quo and propose solutions internally as well as to clients

• Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials

• Quartile & People management skills

•   Strong focus on delivering exceptional customer service and client satisfaction.

•   Ability to understand customer needs and work with internal teams to ensure service excellence

Location:

IND Gurgaon Building 14 - 11F, Tower D

Language Requirements:

Time Type:

Full time

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