Manager - Operations

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Location: Hyderabad

Grade: E2

Designation: Manager - Operations

Number of positions: 1

Experience Required: Overall 10+ years of cumulative experience in operations and management.

Minimum Criteria:

1. 3-5 year’s experience in Operations Management as an Assistant Manager or a minimum of 1 year experience as a Manager
2. Proven track record of successfully managing teams, processes and projects.

Role & Responsibilities:

1. This role requires the ability to manage a team of 150-200 HC and drive the end-to-end Operations activities along with a team of proctors, SME’s, Team Leaders & Assistant Managers.
2. Understanding the client’s expectations and driving the team to achieve common goals.
3. Ensure the smooth run of the operations without any deviations on the agreed SLA targets.
4. Review performance of own processes against agreed SLAs & KPIs, and ensure KPIs are reliable, transparent, and up to date for all task types.
5. Good at Operations Management, Service Delivery, Project Management, People Management, Process Transition and Team Management.
6. Monitoring the processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.
7. Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.
8. Oversee the Operational scope of service delivery, change and process improvement management including digitization efforts, migrations management, implementations of new teams/tasks.
9. Monitor, coach, and train subordinates on implementation of goals, policies, and procedures.
10. Should have extensive knowledge of Operations Management, especially in Proctoring areas.
11. Should be able to prepare the scorecard of the team.
12. Should be able to understand workflows and client applications to manage the work allocation.
13. To be able to come up with solutions to manage the work efficiently.
14. Participate in performance review meetings with the clients and higher management.
15. To be able to work on the presentations and to actively present the data during the client calls and higher management meetings.
16. Experience with preparing schedules/rosters for the team.
17. Monitor the team’s schedule adherence.
18. Excellent comprehension and articulation skills
19. Excellent communication, organization, interpersonal planning, and analytical skills
20. Ability to work independently in a high-pressure environment.
21. Aptitude for detail and a commitment to accuracy
22. Self-motivated, ability to multi-task and complete tasks upon assignment
23. Good analytical skills with a logical mindset
24. Has proven ability to interact with multiple internal and external functions, including clients and stakeholders.
25. Must be able to analyze and interpret the data/numbers.
26. Flexible team player and ability to multitask and flexible to work additional hours, when needed.
27. Drive weekly client connections and discuss the overall performance of the team.
28. Ability to document the SOP, develop training and interventions as required.
29. Take on special projects as and when required.
30. Ensure adherence to SLA’s and meet all SOW requirements.
31. Be flexible to work in rotational shifts to meet operational demands and ensure round-the-clock support when needed.

Educational/Professional Qualifications:

1. Any full-time graduate (B. Com/BSc/ BBA) and any Master’s Degree (MCom /MBA) would be an added advantage

Required Skills:

1. Excellent Communication, Leadership & Interpersonal skills
2. Stakeholder Management
3. Ability to work in a fast-paced environment and prioritize multiple tasks
4. Problem solving skills and eye for detail.
5. Ability to embrace workload flexibility to meet the fluctuating demands of the client.
6. Knowledge of SLA’s, baseline and implementation
7. Ability to build cohesive teams.
8. Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and/or other project management tools.
9. Online Proctoring Experience would be an added advantage.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses