Manager - Operations Job in Vfi Slk Global Services Pvt Ltd

▪ Provide overall supervision and work direction to assigned teams up to 50 � 70 FTE� s, Team Leads, Junior Managers and others
▪ Manage the day to day operations delivery and ensure SOW defined KPI metrics are met on an ongoing basis. ▪ Act as the liaison point between Senior Management and Operations teams be overall accountable for the process managed
▪ Provide spot leadership in handling Customer Escalations other business critical events. Drive event to satisfactory resolution follow up with an RCA based improvement plan. ▪ Develop and drive Service Improvements based on RCAs, trends and customer inputs. Put in place a TNI Training needs Identification Plan to ensure process knowledge is always up to mark with direct impact on Quality metrics. ▪ Set up & drive crisp & detailed MIS Reporting systems reporting out Daily, Weekly, Monthly metrics capturing a 360 degree view of Project Performance. ▪ Communicate & drive collaboration with Global peers through a structured approach of Review meetings, joint Operational initiatives projects, best practice sharing forums etc.