Head Operations

Role & responsibilities

• Manage Site Operations Expenses proactively to ensure that the organization sees maximum benefits from the expenses incurred
• Build capacity planning based on the business volumes.
• Adhere to the TATs for various activities as per SLA entered into with Business
• Contribute to & support departmental new initiatives and workarounds to overcome the system constraints
• Build strong relationship with customers and ensure internal customer satisfaction
• Ensure adherence to culture with focus on Integrity, Discipline, Teamwork (no silos) & Care - Team Work
• Identify the training needs related to the process for both strengths and weaknesses and ensuring that they undergo relevant training.
• Clear communication of departmental goals and quarterly feedbacks
• Ensuring that the vendors scale up as per our business requirements and provide quality manpower, to encourage their staff to give their best and provide opportunities of career progression to them. Ensuring that the vendor provides additional resources as a when required
• Focus on retention & development. Develop attrition management program and ensure unit attrition is within acceptable limits / triggers. If not, ensure relevant action taken as per triggers even though the performance metrics may be unaffected
• Manage cost in line with lower revenues - Expense control
• Identify the risks pertinent in the process that could have financial impact and enforce mitigants for the same.
• Ensure that the team is in adherence to Predefined processes, procedures and productivity.
• Analysis of productivity and weekly/fortnightly MIS and action taken thereof.
• Ensure timely reporting of MIS to top management.
• Ensure that team adheres to Regulatory/Statutory guidelines/policies