Operations Account Manager

Manage the Operations for a product line for the organization. Be a single point of contact with the entire team, client and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis and communicate feedback to operations team. Control cost through effective utilization of personnel, materials and equipment. Recognize performance and behavioral problems in team and act proactively to ensure productivity is unhampered. Manage and motivate team performance on jobs assigned. Manage the monthly Profit and Loss statement of the engagement

Client Management

• Single point contact for the client and the senior management for a specific shift
• Interface with clients frequently and maintain an excellent relationship with them
• Handle escalations from onshore stakeholders

Project Management

• Oversee and coordinate the operational activities & issues
• Ensure SLAs are maintained and exceeded
• Delegate and manage resourcing and succession planning
  
• Ensure contractual and regulatory compliance
• Support transition of new projects into the team and site as applicable

Team Management

• Manage a team of client managers
• Develop strong interpersonal relationships with the team
• Coach, counsel and train managers to enhance performance and arrest attrition
• Develop an environment that provides motivation and development opportunities for the team
• Introduce initiatives for team development
• Recognize and reward performance and ensure welfare measures are carried out in accordance with RRD GOC policies
• Conducts capacity analysis to ensure manpower is sufficient to cover volume received

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• Lead and participate in site level projects and actions needed for organizational success

Continuous Improvement

• Evaluation of projects managed and identification of improvement scope and implementation of structured improvement initiatives
• Creation of a continuous improvement culture within the engagements managed

P&L Management

• Prioritize resource to reflect the product line P&L
• Manage product line profit and loss statement on a monthly basis
• Manage the targets for revenue per employee