Job Description

DESCRIPTION

We are seeking an experienced Senior Operations Manager to join our team in Hyderabad. The Senior Ops Manager is accountable for the overall direction and operations of our Hyderabad site, creating a culture of customer obsession, high performance and high quality throughput. With operations managers and team managers as direct reports this role enables the achievement of service levels, performance & cost goals and successful program implementation. As the Senior Ops Manager, you are responsible for the performance management, goal setting and career development of their line reports to ensure effective succession planning is in place. You work in an ever-changing environment where every day brings ambiguously defined problems, new challenges and new opportunities. You are able to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work. This position involves regular communication with senior management on project status and risks. People Management, cross-team coordination, project management and executive presentation skills are essential. Key job responsibilities In this role, you will: \xe2\x80\xa2 Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets \xe2\x80\xa2 Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures \xe2\x80\xa2 Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice \xe2\x80\xa2 Develop, implement, or change processes as necessary to allow ADS to scale at an accelerated pace, while managing cost and, without impacting customer experience \xe2\x80\xa2 Implement bar-raising programs aimed at hiring and developing top talent and build career development road-map for site operations teams \xe2\x80\xa2 Inspire front line teams to go beyond the standard \xe2\x80\x9ccall of duty\xe2\x80\x9d to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams. \xe2\x80\xa2 Create closed-loop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools. \xe2\x80\xa2 Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations. \xe2\x80\xa2 Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of \xe2\x80\xa2 Foster a work environment that respects and is responsive to the needs of a diverse staff \xe2\x80\xa2 Achieve site-wide improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics. \xe2\x80\xa2 Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and data associate frustration. \xe2\x80\xa2 Improve the experience of the data associates & managers as measured by improvements in attrition and employee engagement surveys. \xe2\x80\xa2 Work with Operations Engineering leadership / Engineering managers to clearly articulate feature requirements for associate tool sets, user interfaces, and business logic for the efficient handling of work volumes.

We are open to hiring candidates to work out of one of the following locations:

Chennai, TN, IND

BASIC QUALIFICATIONS

Bachelor\'s degree in Operations Management, Engineering, Science, Supply Chain, Geographic Information Systems (GIS) or relevant field \xe2\x80\xa2 Experience with people management and operations leadership. 10+years of experience in managing operations team. \xe2\x80\xa2 Experience in a management role in a technical/customer service/data operations environment \xe2\x80\xa2 Experience of creating and contributing to strategic planning processes \xe2\x80\xa2 Experience in managing cost center \xe2\x80\xa2 Experience in leading large teams to high levels of performance \xe2\x80\xa2 Experience in developing future leaders and creating tailored succession plans \xe2\x80\xa2 Experience as a project owner / sponsor for strategic step change initiatives and enabling innovative thinking in project teams \xe2\x80\xa2 Experience working on MS Excel, analyzing data and presenting to senior management

PREFERRED QUALIFICATIONS

Exhibits excellent judgment Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation Experience hiring and developing great people/leaders Experience in building a culture of empowerment, accountability and continuous improvement Has relentlessly high standards Proven ability to think strategically, but stay on top of tactical execution Expects and requires innovation of her/his team and creates an environment that fosters creative thinking Excellent verbal and written communication skills across all organizational levels Proven ability to make and implement decisions Degree in management field desirable

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