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Manager Operations (ites) - Allianz - Trivandrum

8 - 12 yrs
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Not Disclosed by Recruiter Posted 16 days ago Job Applicants: 492 Job Views: 896

Job Description

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    Manager Operations - Allianz - Trivandrum

    Requirements :

    To set, Monitor and deliver business plan and budget, manage processes and
    ensure all set targets are achieved; where relevant to review targets and agree with
    all concerned. Keep communication open and consistent with customers,
    employees, support services and management. To provide leadership support and
    guidance to BP operation staff. .
    Key targets -
    High customer satisfaction
    More value added services provided
    Encourage and support team to achieve high performance
    Talent Management and employee engagement
    Quality Assurance and Risk Management
    Principal Accountabilities

    Set the vision, direction and culture of the team by managing individual and team
    performance expectations and goals and holding the team accountable for meeting
    and exceeding performance targets
    Effectively partners and builds productive working relationships with direct
    reports, peers, leadership and other departments.
    Demonstrate strong people management skills through achieving development of
    staff with periodic performance and appraisal review meetings.
    Develop strategies to sustain/improve retention levels, taking into account
    challenges such as the retention of long tenured staff and evolving local job market
    Talent manage direct reports with an intention of succession planning
    Play a key role in hiring & recruitment for BP processes
    Act as key contributor towards the Career Development Framework for BP staff.
    Accountable for delivering on SLAs, Optimizing seat utilization, resource
    management including training support, attrition, building & checking
    regular reports and ensuring all key deliverable are met
    Identify opportunities to reduce costs and improve efficiency
    Monitor the health of the business with a view to identifying and acting on
    development needs and trends
    Play an active part in operations Management, contributing to planning
    strategy, budgets etc
    Ensure delivery of the PTR, SDS and PDP processes for all reporting teams
    Drive quality, productivity and process improvements and keep pace with
    growth while motivating others to meet challenges.
    Use a balanced set of tools and metrics to evaluate options and make
    Act firmly and promptly to correct unacceptable performance.
    Improve results of own area by constantly reviewing current processes
    that impact on the business and its customers
    To meet head count and charge out rate as agreed and signed off in PTD or
    Change Request.
    To proactively look for areas of additional services to UK/OE process
    Implement ACIS wide initiatives within own area of control
    Certified Internal Auditor (ISO 9001:2008) and (ISO 27001: 2005)
    Ensure the audits (internal and external) are undertaken, and that
    development needs are identified and acted upon
    Identify business/compliance risks and implement mitigations
    Ensure that self and team is compliant with all statutory and regulatory
    Ensure the process comply with all the requirements as per the different
    compliance standards that ACIS follows (ISO, ISMS, eSCM etc).
    Ensure the all process documentations are up to date with necessary
    change control procedures in place.
    Deliver clear messages about the business aims and goals to customers
    and direct reports in a timely fashion
    Represent the BP operation in relevant offshore and relationship
    meetings, projects and groups
    Keep abreast of customers changing needs and respond to them as they
    Keep communication open and consistent with customers, employees,
    support services and management
    Ensure customer complaints are handled appropriately with root cause
    being fixed and preventive measures set in place..
    Regular Liaison with UK/OE Process Owners

Salary: Not Disclosed by Recruiter

Industry: BPO / Call Centre / ITES

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Operations Manager

Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    Please refer to the Job description above


UG: Any Graduate - Any Specialization

Company Profile:

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Job Posted by

Shamin Sharaf HR Allianz Cornhill Information Services Private Ltd. Trivandrum

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