LOCATION: CEBU PHILIPPINES
JOB TITLE: OPERATIONS MANAGER
Role Purpose - The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.
Do
- Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
- ) Strategy Planning with Senior Stakeholders & Clients
- 1) Collaborate with leaders to provide strategic and operational plans associated with the account
- 2) Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
- Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
- Report to global delivery account head on status of the account
- Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems.
- Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition
- Forecast and track key account metrics
- Invoicing:
- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raised by the client
- Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
- Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
- Collect and analyze statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentioned in the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as required
- Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality, both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
- Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Build people capability to ensure superior customer service levels of the existing account/client
- Develop Capability within service line and products as per account requirements
- Lead capability development initiatives to drive client specific certifications
- Co-create capability enhancement programs with client for front line staff and supervisory level
- Work with the Training and HR team to build and review training calendar
- Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
- Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
- Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
- Focus on helping people develop their careers in order to retain people in the account and reduce turnover
Stakeholder Interaction & Management
- Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
- Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
- Connect with senior leadership monthly on updating on the progress on a particular account
- Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
- Work with quality team to ensure the current business is as per the delivery standards of the contract
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
Effective Team Management
- Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization
Manage Team Attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
Roles & Responsibilities
- Handle customer Escalations
- Interface with client for operational reporting.
- Manage teams for vioce and non-voice contact center services
- Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
- Transaction monitoring of agents
- Develop plan for coaching and feedback skills, mentoring skills
- Support service levels by being productive whenever required
Desirable Skills
- Experience in Healthcare domain would be an added advantage Domain
- Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
- Demonstrate ability to develop and implement process enhancements including technology and performance
- Ability to plan, prioritize, organize and communicate with client
- Proficiency in voice and non-voice contact center applications, Work-force management applications, Quality tools and technologies, and other related Voice and Non-voice Contact Centre software
- Experience in goal-setting (defining and prioritizing specific, driving objectives)
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