Operations Account Manager

Job Title: Operations Account Manager

Job Level: 8

Position Description: Manage the Operations for a product line for the organization. Be a single point of contact with the entire team, client, and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis and communicate feedback to operations team. Control cost through effective utilization of personnel, materials, and equipment. Recognize performance and behavioral problems in team and act proactively to ensure productivity is unhampered. Manage and motivate team performance on jobs assigned. Manage the product line Profit and Loss statement on a monthly basis.

Essential Qualifications: Graduate / MBA / Post Graduate Diploma

Technical Qualifications: Technical know-how of MS Office Suite

Experience: Minimum of 6 years of work experience in manager/ senior manager role.

Organization Structure: Reports to the Assistant Vice President

Work Schedule: Ability to work in flexible schedule during day, night and weekend shifts

Area of Accountability/ Description of Responsibility

Client Management

• Operate as an important link between the client and the senior management for a specific shift.
• Interface with clients frequently and maintain an excellent relationship with them.

Project Management

• Oversee and coordinate the operational issues
• Ensure accuracy is maintained in jobs submitted to clients
• Plan reserve staffing to manage queues during peak
• Evaluate recommended software and deal with and report any problems that may arise

Team Management

• Manage a team of client managers.
• Develop strong interpersonal relationships with the team
• Coach, counsel and train team members to enhance performance and arrest attrition
• Develop an environment that provides motivation and development opportunities for the team
• Introduce initiatives for team development
• Recognize and reward performance and ensure welfare measures are carried out
• Conducts constant capacity analysis to ensure manpower is sufficient to cover volume received

Management Information Systems

• Maintain accurate reports of production traffic
• Monitor service levels based on predetermined metrics

P&L Management

• Prioritize resource to reflect the product line P&L
• Manage product line profit and loss statement on a monthly basis
• Manage the targets for revenue per employee