Urgent Hiring For Operations Manager At Noida

for any queries Drop Text- 9354498578

or

mail resume on - AP00841743@TechMahindra.com

The Operations Manager is responsible for leading and optimizing the performance of assigned skillsets to meet customer expectations, drive employee engagement, and ensure seamless operational delivery. This role is pivotal in achieving business objectives, maintaining service levels, and managing resources efficiently within budget and schedule constraints.

Key Responsibilities

1. Operational Leadership & Performance Management

• Lead end-to-end operations for designated skillsets in alignment with organizational goals.
• Develop and implement operational strategies with clear, measurable objectives.
• Influence business decisions by sharing team insights and customer feedback.
• Conduct regular performance reviews and ensure timely completion of appraisals.
• Monitor and manage performance metrics, set targets, and drive continuous improvement.
• Evaluate the commercial impact of operational changes and initiatives.

2. Efficiency & Profitability Management

• Ensure adherence to SLAs including AHT, attendance, and outlier management.
• Identify and implement strategies to enhance operational efficiency.
• Manage monthly incentive plans and allocate budgets effectively.
• Forecast workload and staffing needs; collaborate with recruitment for hiring aligned to business requirements.

3. Employee Engagement & Development

• Foster a high-performance culture through coaching, mentoring, and development of team members.
• Conduct regular one-on-ones, skip-level meetings, and town halls.
• Address employee grievances and implement engagement and retention strategies.
• Identify training needs and support career development initiatives.
• Promote succession planning through delegation and empowerment.

4. Coaching, Mentoring & Developing Others

• Provide constructive, behaviour-specific feedback to support individual growth.
• Share knowledge, advice, and coaching to enhance team capabilities.
• Assign developmental tasks to build skills and confidence.
• Regularly review progress and recognize developmental efforts.
• Reinforce belief in team members potential and success.

5. Teamwork & Collaboration

• Build and maintain productive working relationships across teams.
• Collaborate effectively with colleagues and cross-functional departments.
• Foster a respectful and inclusive team environment.
• Resolve conflicts constructively and balance individual and team goals.

6. Customer Experience Management

• Ensure high levels of customer satisfaction through proactive service delivery.
• Handle escalations and provide timely, effective resolutions.
• Lead initiatives for continuous improvement in customer experience.
• Collaborate cross-functionally to enhance processes and service quality.

7. Cross-Functional Collaboration & Additional Responsibilities

• Partner with stakeholders to strengthen interdepartmental relationships.
• Support onboarding and induction of new team members.
• Work closely with Quality, Workforce Planning, and HR teams to align on goals and initiatives.

Skills, Knowledge & Competencies

Core Competencies

• Business Acumen: Strong understanding of internal processes, compliance, and industry standards.
• Customer Focus: Commitment to delivering exceptional service and stakeholder satisfaction.
• Stakeholder Management: Ability to manage expectations and navigate challenging conversations.
• Change Leadership: Drive innovation and lead teams through organizational change.
• Communication & Influence: Strong interpersonal skills to foster collaboration and secure buy-in.
• Strategic Thinking: Anticipate trends, risks, and opportunities to inform decision-making.

Functional Competencies

• Planning & Organization: Prioritize tasks, allocate resources, and manage projects effectively.

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• Analytical Thinking: Break down complex problems and make data-driven decisions.
• Result Orientation: Set ambitious goals and maintain focus despite challenges.

Managerial Competencies

Performance Management:

Monitor individual and team performance, implement improvement plans, and ensure consistency in expectations and outcomes.

• Coaching, Mentoring & Talent Development
• Actively fosters a culture of continuous learning and growth by providing constructive, behaviour-specific feedback to team members.
• Shares insights, guidance, and actionable advice to support individual success and professional development.
• Assigns tasks and responsibilities that stretch capabilities and promote skill enhancement.
• Conducts regular one-on-one development discussions to track progress and identify growth opportunities.
• Recognizes and celebrates developmental milestones and improvements in performance.
• Demonstrates belief in team members potential and encourages ownership and accountability.

Teamwork & Cross-functional Collaboration

• Builds and maintains strong, trust-based working relationships across teams and departments.
• Promotes a collaborative work environment by encouraging open communication and mutual support.
• Treats all colleagues with respect and professionalism, fostering an inclusive and positive team culture.
• Proactively addresses and resolves interpersonal conflicts to maintain team harmony.
• Strikes a balance between individual contributions and collective team goals to drive operational excellence.

Education & Experience

Education:

• Graduate (Bachelors degree in any discipline)

Experience:

• 710 years of overall experience in Operations, with at least 2 years in a managerial role
• Prior experience in ISP/Telecom processes preferred
• Experience in a multi-channel contact centre environment
• Proven track record in target-driven operations