Strategic Operations Manager

- Minimum 10 years of prior work experience with considerable time managing and leading BPO industry with sizeable headcount

- Proven track record of Account planning and Account management

- Should have experience in handling and managing Team Leaders / Shift managers

- Should be able to work on Flexible Timings / Night Shifts and US timings

- Should be ready to Travel when required

- Ensure smooth functioning of the process and compliance of procedures

- Manage the process as per clients requirements and ascertain timely delivery of SLAs

- Develop Strategic & tactical plans to identify, analyse and effectively respond to client needs and best practices

- Identify reasons for non-achievement of SLAs, develop solutions and execute them

- Monitor and increase productivity and measure performance of employees e.g. performance appraisals, ongoing feedback, training etc.

- Develop and implement training programs to expand the capacity of employees

- Ensure a Business continuity plan is in place for all processes

- Establish and maintain appropriate systems for measure necessary aspects of operational management and development

- Prepare and submit Daily/Weekly/Monthly reports on operational tasks

- Excellent communication and presentation skills

- Experience interacting with overseas clients (US/UK)

- Flair to take challenges and handle multi tasks

- Attractive pay package including performance incentives

Experience of working and growing in a challenging environment