Senior Manager - Operations

Senior Manager - Operations

Firstsource solutions Limited
10-15 years
Not Specified

Job Description

Job Description

Senior Manager - Operations

Description


Job Description Sr.Manager Operations
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.

Job Overview:
Reporting to the DGM Operations - The holder of this role is responsible for ensuring smooth workflow on the floor and the overall production targets, productivity, performance and quality. The role entails building a strong and effective operations team and ensures that the team leaders and the associates meet the required standards.
Key Roles and Responsibilities:
Operational:
Assists and supports the DGM- Operations in planning, organizing, executing and achievement of production goals and targets.
Provides necessary inputs to the Operations Head on bandwidth, connectivity, database functionality and reporting.
Responsible for optimal/ cost effective scheduling and smooth running of the production shifts.
Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any deviations.
Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
Implement productivity improvement through Six Sigma Techniques (Quality).
Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
Actively involve self towards building a culture conducive for employee productivity.
Develops and guides the work structure and workflow, studies and standardizes procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
© Firstsource Solutions Limited l Confidential | November 27, 2020

2
Supervises and coordinates the activities of Assistant Managers and Team Leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
Individual and team KPI's metrics
Customer Satisfaction
Employee Engagement and Talent Development
Business Transformation
Reporting Structure:
Reporting to the DGM Operations

Qualifications
Success Profile:
Qualification & Experience (Critical and Desirable)
Experience
Critical:
Graduate in any discipline
Overall 10 plus years in the industry & 4-6 years experience in a Managerial role
Excellent knowledge of MS Office and especially Excel.

Highly Desirable:
Experience in Web -chat process will be an added advantage
Experience in Managing total span of 125 150 FTE's
Personal Attributes/Traits Competencies (*Include 1 of the key competency role for TLs and below) Consultative Business ForesightSocially confident
Influencing Others Achievement oriented Fostering Partnerships With Customers
Decisive and action oriented
Managing Transformation Creative Driving Excellence
© Firstsource Solutions Limited l Confidential | November 27, 2020

3
Eager to learn
Leading Teams Resilient Working Across Boundaries

Primary Location: India-Tamil Nadu-Chennai
Other Locations: India
Work Locations: Chennai - Bayline Infocity
Job: Senior Manager

Firstsource is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company’s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model to meet a client’s business objectives and cost reduction strategy.

The demand for BPO continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.

Company Overview
Improving client processes and driving business impact is the prime focus of our entire organization of over 25,000 employees. Firstsource couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 44 centers in four countries to meet a client’s business objectives and cost reduction strategy.

Firstsource focuses on the industries of Telecom, Banking & Financial Services, Insurance, Media, Publishing and Healthcare. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics.
We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework.

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