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Business Service Support Manager

Keywords / Skills : Agile Methodology, Six Sigma, IELTS, agile framework, Project Management, PMP, PMO, Delivery manager, Service Manager, Business Services, Operations Manager, Operations Head, OPS Manager

10 - 20 years
Posted: 2018-01-13

Industry
Banking/ Financial Services
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Operations Manager
Manager - Service Delivery
Education
Any graduate, MBA
Stream:
• Any
• Any
Posted On
13th Jan 2018
Job Description
POSITION PURPOSE

The primary objective of this role is to lead the Business Support Services team. This role would manage and oversee the following core teams based in Chennai, India with overall team of 21

• Agile Process Improvement

• Training Development

• Change & Communications

The key responsibility of this role would be to ensure successful delivery of business support services to stakeholders within COMPANY. This role would manage work across all three business support teams, handle escalations and engage with key stakeholders. This role would be responsible for setting direction, tracking KPIs and reporting as per governance requirements. This role would also be responsible for team management, training and continuous improvement/innovation in service delivery.

Key Performance Area Key Responsibility Measures

Delivery management • Define/refine operating model for Business Support Services

• Track performance metrics on an ongoing basis to manage delivery standards and take corrective actions as required

• Create performance reports

• Evaluate processes and performance and look for ways to improve on a continual basis

• Work closely with Team leads to ensure consistent performance across teams

• Overall department and program budget development/support • Delivery against KPIs/performance metrics

• Feedback from Stakeholders via regular Pulse Checks and ad-hoc/regular formal feedback

• Program Leadership Team and Stream Leads Feedback

• Feedback from management

• Overall department and program budget adherence

Team management • Mentor/coach team leads

• Evaluate quality of deliverables (on random basis) and provide feedback to the team

• Connect with team leads on a regular basis to track performance and provide support

• Connect with the larger team on a regular basis to ensure employee satisfaction • Feedback from team leads

• Employee satisfaction

• Feedback from management

Stakeholder management • Establish governance forums to share process performance with key stakeholders

• Act as the first point of contact for all senior stakeholders

• Engage with senior stakeholders on a regular basis

• Request feedback from senior stakeholders to help improve service quality • Feedback from stakeholders on team effectiveness and deliverables

• Feedback from management during governance forums

• Feedback from management

Change & Communications Leadership

• Oversee the implementation of change programs and activities

• Support the Change and Communications Lead in driving the establishment and execution of change and communication strategy and plans in support of program outcomes.

• Be a key enabler for related services continuous improvement of related services; leveraging internal/external stakeholder input, best practices (Kotter Model) and lessons learned.

• Implementation per plan and budget

• Feedback from Stakeholders via regular Pulse Checks and ad-hoc/regular formal feedback

• Retrospectives

• Standards developed and adhered to

Learning Experience(training) Services Leadership • Oversee the implementation of Learning Experience (training) Services programs and activities

• Support the Learning Experience ServicesLead in driving the establishment and execution of change and communication strategy and plans in support of program outcomes.

• Be a key enabler for related services continuous improvement of related services; leveraging internal/external stakeholder input, best practices (ADDIE) and lessons learned. • Implementation per plan and budget

• Feedback from Stakeholders via regular Pulse Checks and ad-hoc/regular formal feedback

• Retrospectives

• Standards developed and adhered to

Agile Process Improvement Leadership • Oversee the implementation of Agile Process Improvement programs and activities

• Support the Agile Process Improvement Lead in driving the establishment and execution of Agile Process Improvement strategy and plans in support of program outcomes.

• Be a key enabler for related services continuous improvement of related services; leveraging internal/external stakeholder input, best practices (Six Sigma/Lean) and lessons learned. • Implementation per plan and budget

• Feedback from Stakeholders via regular Pulse Checks and ad-hoc/regular formal feedback

• Retrospectives

• Standards developed and adhered to

RELATIONSHIPS

Internal External

 Customer Ambassadors

 Business Owners/Regional Directors/Country Directors

 Client Relationship teams

 Project Stakeholders incl. Stream and Squad Leads

 Student placement team managers

 Business Support Services Manager
 External nominated Stakeholders

 Third party Vendors and Suppliers

PERSON SPECIFICATION

Essential requirements (skills, knowledge experience & qualification):  Minimum 8+ years of relevant experience in Operations management roles

 Post graduate qualification (MBA preferred)

 Strong written and oral communication skills with IELTS ( or any other equivalent English proficiency score of 7 or above)

 Excellent skills in developing and delivering presentations for audiences of all levels of business

 Experience in managing 25+ member teams

 Experience in designing processes and operating models to support diverse stakeholder groups across countries

 Experience in managing teams delivering multiple types of services

 Experience in managing team leaders and coaching/mentoring them

 Experience in process improvement frameworks such as Six Sigma, Lean, Agile

 Experience in driving change and communication initiatives

 Exposure to training development or eLearning standards

 Relevant experience in HR and / or operational roles that have a significant development focus.

 High level of expertise in MS Office applications

 Reasonable project management skills and ability to simultaneously manage multiple stakeholders and activities

 Ability to interact effectively with management and staff at all levels with solid interpersonal skills

 Ability to interface effectively with internal and external stakeholders that may be located in geographically disperse locations and / or different cultures

 Ability to exercise good judgment within broadly-defined procedures and practices to determine appropriate action

 Cultural awareness and the ability to adapt style and approach to suit a particular audience

 Strong written and oral communication skills, including skills in developing and delivering presentations for audiences of all levels of business

 Self-starter; ability to work under minimal supervision

 Ability to gain commitment from others, effectively manage expectations and competing priorities.

 Excellent communicator; that can inspire stakeholders.

 Alignment to COMPANY culture and values.

Desirable requirements (leadership & team/project capabilities):  Certifications in Lean/Six Sigma (Green Belt/Black Belt)

 PMP certification

 Experience in Agile framework/way of working

 Membership of a professional Training and Development body

 Membership of a professional Change and Communications body

 Certified in Kotters 8 Step Change Model or similar (e.g. Procis ADKAR model).

 Certified in internationally recognised training standard(s) (e.g. ADDIE Model)

 Experience with BPM tools such as IBM Blueworks, Aris, MS Visio

 Experience in education, digital transformation or with SAP Cloud technologies would be a strong advantage.



About Company

Prime Consulting Services


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