Concentrix—Operations Manager

Job description

Description: Job Title: Operations Manager Job Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectation Role and Key Responsibilities - Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed - Experience in Transaction monitoring, suspicious, Activity review, KYC/EDD/CDD and sanctions & PEP Screening with strong knowledge of AML regulations and financial Crime compliance and crime - Maximize revenue generation to reach long-term and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) - Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements - Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) - Create and maximize relationships with client partners - Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance - Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching - Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner - Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement - Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements. - Attend business reviews with the client - Handle a team of team leaders Candidate Profile - Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred - Call center experience preferred - Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback - Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal - Work well under pressure and follow through on items to completion while maintaining professional demeanor - Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates - Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment - Demonstrated ability to mentor, coach and provide direction to a team of employees - Willingness to work a flexible schedule Career Framework Role - Manage professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). - Accountable for the performance and results of a team within own discipline or function. - Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals. - Adapt departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receive guidance from senior manager and/or director. - Provide technical guidance to employees, colleagues and/or customers. - Accountable for results in terms of costs, strategies and employees. Location: IND Gurugram - 2nd Flr, RMZ Infinity, Plot No. 15, Phase IV, Udyog Vihar, Gurugram Language Requirements: Time Type: Full time