Manager Operations

Job Summary / Overview
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• Should possess strong client management skills.
• Ability to manage pressure while meeting the client deadlines and internal stakeholders
• Ability to comprehend and respond to client requirements in timely fashion.
• Able to manage Team Absenteeism and should have high negotiation skills to manage leaves
• Should be able to manage Employee Retention as per the Standards of the organization

Key Responsibilities and Accountabilities
• Takes complete ownership of the aligned teams performance
• Develops strategic & tactical plans to identify, analyze and effectively respond to clients
needs emerging trends and best practices
• Understands clients processes and suggest modes of value addition
• Monitor adherence of Service Level Agreement (SLAs) for the designated team
• Tracks attrition, maintains the EWS tracker and conducts quarterly audits within the team
• Works with WFM/Recruitment/Clients to agree on Manpower planning
• Analyses Performance Metrics and Identifies process gaps and collaborates with the Client
/Quality / training team to formulate solutions
• To be knowledgeable with the process and resourceful when faced with matters of
internal/external escalations
• Works with Directors /Senior Leadership to create a sound incentive structure to motivate
and drive performance of the team Expected to represent WBR/MBR with
clients/operations
• Keeps Operational costs to a minimum and ensures revenue targets are met
• Responsible for ensuring occupancy & utilization is at optimum level
• Ensure team funds are utilized to drive engagement & performance and billing information is
submitted in a timely manner
• Ensuring Headcount and the buffer% is maintained for the process Coaches and counsels
Team Managers, Team Leader, Team Coaches, agents as necessary to ensure their success
• Administers separation cases to HR in case advisors are not meeting performance metric
• consistently and arranging backfills on a timely basis Handle any kind of escalations
pertaining to Team management, Training guidelines, Compliance adherence & Complaints
• Takes responsibility of implementing feedback and cascading relevant areas of opportunity to
respective departments arising from the skip levels conducted.

Education and Specific Training
• Qualification – Graduate or above

Work Experience
• Experience – 10 to 14 Years work experience in BPO with US Insurance exposure will be
added advantage / ITeS industry is preferred.

Required Skills
Technical Competence
• Proven work experience as a supervisor managing or managed 40+ with decent span of
control of TLs and SME’s will be more added advantage.
• US/UK Insurance experience is must.
• In-depth knowledge of performance metrics
• Organizational and time-management skills
• Decision-making skills • Should be a Graduate
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Knowledge of NPS
• Should be aware of Lean Six Sigma concepts Core Competencies
• Customer Service
• Good analytical skills
• Must be very good with data representation.
• Must be very good with MS Excel
• Time Management • Ability to multi-task
• Service hours– 24*7, Rotational Shifts & Week Offs
• Should be solution oriented and always willing to work for change/adapt to
transformations