Job Description

Profile : Manager OperationsKey Responsibilities:-Leadership/Team Management:- Motivate, coach, and develop team leads and SMEs to reach their full potential through consistent monitoring, assessment, and feedback to drive and maintain high standards of performance.- Facilitate discussions with team leads and SMEs to help designers reach their full potential using effective feedback and coaching to help them achieve and maintain high standards of performance.- Create & maintain documentation of discussion and actions as required.- Effectively act upon individual challenges & successes pertaining to performance and behavioral expectations- Set/clarify requirements and expectations for team leads & SMEs. Ensure disciplinary discussions and actions for employees occur in a transparent, accurate and timely manner.- Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.- Building effective relationship with other functions and leaders- Guide employees along a mutually identified development path, while also displaying interest in helping/guiding them develop on the personal front.- Address conflicts and increase participation through interpersonal skills among team members.- Drive effective leadership through continuous feedback received from various sources.Operational Excellence/Process improvements:- Collaborate with WFM & OPEX team and plan well ahead for situations/volumes basis past trends and expected/forecasted volumes to ensure smooth functioning of the business during sale periods.- Proactively address issues which impact the functions ability to achieve success.- Consistent and effective review on team progress, challenges & results.- Interpret data and take appropriate action to support findings/achievement of goals and seek opportunities for continuous improvement.- Collaborate with other functional teams to ensure quality standards and best practices are set up/introduced within teams.- Proactively co-ordinate with teams to resolve issues raised regarding systems, tools, and performance.- Continuously analyze performance metrics and co-ordinate with the BA & WFM team to review vital trends which help improve/create processes.Additional Requirements:- Collaborate with the Learning team to provide relevant information on process changes and training delivery.- Work with WFM team to create and implement schedules.- Demonstrate a positive attitude, lead, and facilitate change and model professionalism.- Develop a \'customer delight\' oriented approach within operations.- Operate with solutions oriented approach and drive the same within teams.- Participate in hiring and interviewing process as required.- Identify & orient high-potential talent within spans and in various programs executed at the site.- Helps team members maintain work-life balance and encourage/promote physical/mental wellbeing.- Performs additional responsibilities as needed.Desired Qualifications:- Bachelors degree preferred.- At least 1+ years of experience in a production or service-oriented environment with a minimum of 1 years of experience in a leadership position.- Prior experience of managing team leaders is a must.- Experience of managing team(s) in a design environment will be an advantage.- Good in English & able to understand & converse in Hindi.- Should have hands-on experience with Performance management, people management, decision-making, leadership

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