Operations Manager

Job DescriptionRole/Job Title: Operations ManagerJob DescriptionDaily tracking and monitoring of performance against targets, encouraging an environmentwhich best promotes TCS values and behaviors, ensuring the team has the appropriatetraining, skills and knowledge to be able to provide best customer service on everyoccasion, and are motivated to deliver against challenging standards of service targetsManage the work of the team to ensure that timeliness and quality is the underlyingprinciple of all processes under their control, and to ensure that the team works withintheir job descriptions and adheres to relevant policies, processes and controlsEffective performance management of team and individuals to ensure Key PerformanceIndicators, targets and objectives are met. Provide feedback, support and guidance wherenecessary. Lead, Coach and Support the effective performance of the Team to provide alevel of customer service to both internal and external customers that ensures first classcustomer focus and delivery performance, discipline and grievance –instigating/conducting informal & formal measures when appropriate)Maintain team credibility, including handling escalated queries/complaints and front endall and critical client communications for the project as per the set and agreed timelinesMaintain customer focus and imbibe discipline and grievance – instigating/conductinginformal and formal measures whenever appropriateMake full use of systems to progress decisions that are right for the customer, profitable tothe company and the performance of the teamPreparation of management reports and information, utilizing and developingalternative/improved methods of gathering information, to allow more effective reportingto internal and external stakeholdersPerson SpecificationThe Delivery Manager has the ability to unlock his/her own potential as well as thepotential of others through special projects, strong decision-making skills and adaptabilityStrategic, thorough, honest and open communication is a must and communicates withintegrity and compassion with teammates and customersAs a leader should be comfortable influencing through written and verbal communication,presentations and interactions with teammates at all levels within the companyThe Manager must demonstrate an ability to remove obstacles to help teammates succeedKnowledge/Experience:7-10 years’ experience in a customer service environment in an Operations roleStrong management experience in an operational environment in an international callcenter environment is a mustCompetencies/Skills:Ability to make sound decisions that reflect good judgment. Exceptional performancemanagement abilitiesAbility to collaborate, build relationships and work across the organization in a multi-sitematrix operations environmentDemonstrated success driving organizational change with a track record of innovationExceptional influencing skills that inspire action without full reliance on authoritySuperior execution skills with attention to detail and focus on clear, realistic action stepsand timelinesExperience in creating and implementing processes that result in improved businessperformanceAbility to present a compelling case for ideas and initiatives through listening andarticulating a convincing point of viewAbility to work effectively in the face of ambiguity, shifting priorities and multipledeadlinesExperience in complex financial analysis and ability to infer relevant business applicationsAbility to plan for projects and initiatives by identifying risks and assumptionsStrategic thinking skills and a focus on bottom-line resultsSkillset:Should have worked in the capacity of operations Manager for a minimum of 3 years’experience in Banking industry an advantageShould possess excellent communication and interpersonal skillsShould be a team playerExcellent knowledge in MS OfficeShould be open to working in night shifts.Ability to work effectively in ambiguity, shifting priorities and multiple deadlinesStrong execution skills with focus on clear, realistic action steps and timelinessCreate and implement processes that result in improved business performanceAbility to motivate and generate results from the team

Responsibilities

Responsible for overall operational issues on day-to-day basisNeed to take care of SLA’s, client relationship and team managementEncourage deployment of process improvement initiatives for the unitPeriodical reports in necessary formats as demanded by clientsTraining and competency development for the teamAnalyze daily performance indicators and encourage awareness and performanceimprovementsPerformance management of the teamCoordination with interconnected departments on necessary issues and updates to eachfunctional managerRetention and control of attrition meeting the set targetsDeveloping and deploying strategies for emergencyDrive participation in Client and internal calibrations

Qualifications

Graduate, Post GraduateDesirable:Banking Experience preferred