bluCognition - Manager - Operations (5-9 yrs)

The Role : You will be responsible for managing payment operations for a major US-based telecom client.

- You will lead a team of 20-30 employees, focusing on building and optimizing processes for payment services.

- You will ensure the seamless delivery of services while meeting the client's operational goals and service level expectations.

Responsibilities:

- Manage Process Migration: Oversee the transition of the payments process from the US to India, ensuring a smooth, seamless handover of operations.

- Oversee Payments Operations: Manage the full lifecycle of payments operations, including chargebacks, disputes, and refunds, driving operational excellence in each process.

- Client Management: Act as a key point of contact for the client, ensuring communication is clear, proactive, and aligned with the client's needs and expectations.

- SLA and Performance Management: Ensure processes are delivered within defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

- Process Optimization and Automation: Continuously identify opportunities for process improvement and automation to drive efficiency and scalability across operations.

- Team Leadership: Recruit, train, and manage a team of 20-30 employees across the payments process. Provide mentorship, coaching, and performance feedback.

- Cross-Functional Collaboration: Collaborate with cross-functional teams to align on process improvements, technology implementation, and operational strategy.

- Reporting and Analytics: Prepare and present regular reports to senior management and the client, tracking operational performance and identifying areas for improvement.

- Compliance and Risk Management: Ensure all processes comply with internal policies, industry regulations, and risk management guidelines.

Qualification & Skills:

- Experience: Minimum of 5-9 years of progressive experience in operations management, with a focus on back-office or payment-related processes, ideally within telecom.

- Payments Knowledge: Familiarity with payment operations, including chargeback, disputes, and refund functions.

- Experience in managing payment processes is highly desirable.

- Team Leadership: Proven experience in managing teams of 20+ employees, with strong leadership capabilities to recruit, mentor, and drive team performance.

- Client Management Skills: Experience managing offshore or outsourced client relationships, with the ability to effectively communicate and collaborate with US-based clients.

- Telecom Experience: Strong understanding of telecom operations, especially in a US-based context, is highly valued.

- Process Improvement Expertise: Demonstrated ability to drive process optimization and automation initiatives in operational settings.

- Migration Experience: Prior experience in successfully leading process migrations, especially in a global or offshore setup, is highly desirable.

- Analytical Skills: Strong analytical and problem-solving skills with the ability to use data to make informed decisions and provide insights to stakeholders.

- Project Management: Ability to manage multiple priorities, projects, and deliverables in a fast paced environment.

- Communication: Excellent communication, interpersonal, and client-facing skills, with a focus on building strong, long-term relationships.

- Educational Qualifications: A bachelor's/Master's degree in business, operations, or a related field.

An advanced degree or certification in operations management would be an advantage.

Location: D - 3010, Solitaire Business Hub, Viman Nagar, Pune - 411014, Maharashtra, India

Mode of Work: Onsite / Work from Office (WFO)

Working Days: 5 Days a Week - Mondays to Fridays

Shift Timings: Day Shift - 11 AM to 8 PM IST with slight flexibility which could be required at times