Role/Skill: Operations Manager

Location: Gurgaon

Min years of experience: 5 years

Band: BPO 5

24/7 Coverage: Yes

Relevant Google Product Experience: Mandatory

Contractual Services: Operations Management Services

Google Product Certification: Not Required but preferred

Responsibilities

Performance & Compliance Governance:

• Ensure adherence to key performance indicators, and compliance standards.
• Provide leadership and coaching to the team to drive performance.
• Analyze performance data to identify strengths and areas for development.
• Establish and maintain clear and consistent communication protocols across the team and with relevant stakeholders.

Team & Individual Development:

• Support the overall performance of the team and actively foster the professional growth and development of individual team members.
• Monitor individual and team performance metrics, provide timely and constructive feedback, and develop actionable performance improvement and development plans.
• Identify and facilitate opportunities for individual team members to enhance their skills, knowledge, and competencies through training, mentorship, or project assignments.

Daily Operations & Improvement:

• Lead effective daily team meetings to provide important updates, facilitate open communication, encourage collaboration, and align on daily priorities.
• Plan and forecast staffing needs accurately, efficiently allocate resources (personnel, tools, etc.), and optimize schedules to ensure adequate coverage and workload balance.
• Oversee daily operational workflows, proactively identify and resolve any immediate operational issues or roadblocks, and ensure smooth and consistent day-to-day operations.
• Escalate any significant issues or risks to the Account Manager.

Skills & competencies

• Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements.
• Proven ability to lead, motivate, and coach a team to achieve performance goals.
• Skill in planning daily operations, managing resources, and ensuring adherence to compliance standards.
• Strong understanding of and ability to ensure adherence to KPIs, compliance standards, and communication protocols.
• Commitment to supporting the professional growth of individual team members through feedback and development plans.
• Proactive approach to identifying and implementing improvements in operational processes.

**Relevant Google Product Experience is Mandatory**

**PAN and DOB is required to create employee profile in the database**

**Graduation is compulsory**

**Former and/or current TCS/Tata employee is not accepted**