Assistant Manager - Operations

Roles & Responsibilities  Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.  Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.  Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.  Support the implementation and maintenance of quality control measures to ensure our products/services consistently meet or exceed client expectations.  Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.  Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.  Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.  Identify training needs and support the professional growth of team members.  Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner. Expected/Key Results © Firstsource Solutions Limited | June 26, 2024 2  Fulfill contractual client obligations effectively.  Meet both internal and client Service Level Agreements (SLAs)  Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.  Attain team retention targets to enhance employee satisfaction and continuity.  Identify and implement process improvements to enhance operational efficiency.  Minimize critical operational process escalations to improve service quality.  Establish new client relationships and nurture existing client connections.  Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.  Prioritize people engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.  Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.