Job Description

Lead and manage daily operations, Team leadership, Drive the operations team to meet and exceed business objectives including financial and operational KPI\'s.Responsibilities:- Lead and motivate operations team and accountable for service delivery to achieve operational metrics- Ensure SLA\'s and KPI\'s are measured and met- Create plans to Turbo Boost performance with enhanced quality and compliance- Manage staffing levels, scheduling, and workload distribution to meet operational demands, Workforce Management- Act as a single point of contact for clients, addressing concerns and ensuring service delivery aligns with contractual agreements- Ensure Operational governance and Escalation management is followed- Create positive work environment to encourage professional development- Collaborate with Talent Acquisition team to recruit best talent- Identify Operational risks and develop mitigation plans- Leverage technology and automation tools to enhance operational efficiency and effectiveness- Foster continuous improvement culture to bring in operational efficiencies- Manage operational budgets and optimize resource allocation to meet financial targets (Managing P & L and simple margins)- Ensure reports are created and delivered to all stakeholders, identifying reporting needs and data analytics- Transition Management and Ensuring training effectiveness is maintained and supporting training team with inputs- Develop client engagement by conducting client review meetings with key stakeholders- Ensure performance reviews are conducted across all levels and provide constructive feedforward- Enhance customer and employee experience- Coordinate with support functions like Training, HR , Admin, IT team and other departments to resolve issues and concerns of the team

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