Assistant Manager- Operations -International Voice Process

Roles & Responsibilities:<\/b>
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Operational Governance & Reporting<\/b>
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\u2022 Support end\-to\-end operations for the assigned line of business, acting as a
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liaison between internal teams and external stakeholders.
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\u2022 Monitor operational performance through dashboards and reports, ensuring
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adherence to client SLAs and business objectives.
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\u2022 Analyze performance trends and identify improvement opportunities to enhance
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productivity, quality, and customer experience.
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\u2022 Prepare and present periodic operational reports to management, highlighting
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key metrics and action plans.
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\u2022 Identify operational risks and collaborate with support functions to implement
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corrective and preventive actions.
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\u2022 Support workforce planning, resource allocation, and onboarding activities to
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ensure optimal team performance.
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Problem Analysis & Process Improvement<\/b>
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\u2022 Assist in identifying operational challenges and implementing effective
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solutions.
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\u2022 Drive continuous improvement initiatives to enhance efficiency, quality, and
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customer satisfaction.
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\u2022 Participate in process transformation projects and support the implementation
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of best practices.
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Stakeholder & Client Management<\/b>
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\u2022 Build and maintain strong working relationships with internal and external
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stakeholders.
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\u2022 Ensure timely communication and resolution of client requirements and
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escalations.
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\u2022 Support governance meetings and provide operational updates, insights, and
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recommendations.
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SLA Management & Compliance<\/b>
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\u2022 Monitor key performance indicators (KPIs) and SLAs to ensure contractual
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commitments are met.
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\u2022 Identify risks impacting service delivery and implement action plans to mitigate
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them.
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\u2022 Ensure compliance with organizational policies, client requirements, and audit
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standards, including ISO/PCI guidelines.
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Team Management & Employee Engagement<\/b>
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\u2022 Lead, mentor, and motivate team leaders and operations staff to achieve
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performance goals.
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\u2022 Conduct regular performance reviews, coaching sessions, and development
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discussions.
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\u2022 Promote a culture of continuous learning, collaboration, and employee
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engagement.
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\u2022 Support rewards and recognition initiatives to drive team motivation and
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retention.
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Business & Financial Management<\/b>
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\u2022 Support revenue, productivity, and cost\-management initiatives within the
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business unit.
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\u2022 Assist in resource utilization planning and operational budgeting.
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\u2022 Contribute to achieving business objectives through effective operational
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management
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Requirements<\/h3>
Desired Candidate Profile<\/b>
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\u2022 6\u20138 years of relevant experience in BPO/ITES operations.
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\u2022 Minimum 2\u20133 years of experience managing teams and driving operational
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performance.
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\u2022 Strong analytical skills with the ability to interpret data and generate actionable
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insights.
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\u2022 Experience in SLA management, stakeholder management, and client
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communication.
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\u2022 Good understanding of operational metrics, workforce planning, and quality
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management.
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\u2022 Excellent communication, presentation, and people\-management skills.
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\u2022 Knowledge of Lean, Six Sigma, or process improvement methodologies will be an
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added advantage.
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\u2022 Flexible to work in a 24x7 operational environment
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