Deputy Manager- Operations || Large team handling role

About the Role

● Manage the operations and customer service delivery processes for the assigned
projects/clients with end-to-end delivery of required solutions within pre-decided TATs and
quality parameters. Managing a team of 2 Associate Managers (total team size 40-50 Associates)

Responsibilities

● Ensure smooth operations of the assigned processes through monitoring performances of the
teams and handling escalations
● Responsible for meeting Client SLA Target.
● Identify and build on areas where value can be added in operations. May conduct research to
identify areas of improvement
● Lead projects of improvement and track measures/processes to improve quality and
productivity
● Assist in developing and maintaining appropriate systems, policies and procedures for the
effective management and optimum deployment of resources

● Establish/publish Standard Operating Procedures
● Analyse workload and work flow trends to maximise the effective use of resources
● Ensure team complies with all quality standards and performance measures.
● Prepare reports and other documentation for Management review.
● Actively promote, implement and comply with Departmental policies, procedures, practices
and principles.
● Responsible for outward facing facilitation (Clients).
● Ensure that appropriate (internal/external) customer service standards are achieved and
maintained.
● Define customer satisfaction parameters and track customer satisfaction
● Ensure all customer escalations are handled on utmost priority with proper RCA.
● Responsible for process automation.

Must have work

● Minimum 5-7 years of experience in operations with at least 3 years of team management (Team size More than 30 people)