Responsibilities :
Under the general supervision of the Second Line Operations Manager, the Operations Manager runs the day-to-day operations of his assigned business unit(s), ensures smooth operation within the boundaries of his KPI’s of various processes that contribute to the delivery of the services responsible for. Finds ways to make the company more productive and cost effective by providing effective methods in its business operations.
OPERATIONS EXECUTION
- Supports the Global Execution Lead and Site Process Lead in defining performance metrics and business governance, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets
- Executes and manages the day to day work order management operational activities
- Manages and drives resolution of customer and partner escalations
- Governs the operational KPI and reviews internally and to stakeholders
- Analyzes data and performs root cause analysis and corrective action of issues, identifying top pain points
- Drives process improvement projects in collaboration with the process team
- Supports and develops the people in the organization
CONTINUOUS IMPROVEMENT
- Supports the process team in continuous improvement initiatives
- Brings process efficiency opportunities to the process team
- Implements processes as defined by the process team
- Works closely with the Operations Manager of the other sub-processes and other GBS end-to-end teams
- Recommends reporting enhancements to better support the operations
- Analyzes
STRATEGIC PROJECTS
- Supports new strategic projects
- Participates in UAT sessions
- Manages adoption of new strategic projects by the team
- Provides relevant data and information in support of strategic projects, as required
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