SBS - Client Services - South 164059

Strategic Operations Manager

Develop and lead to day operations of a key strategic ADP team in India. Operationally, the growth of this team is based on its ability to scale processes so that we can raise the scope and quality of services, while at the same time improving operating costs and margins. The role entails overall responsibility for all aspects of day-to-day operations, including but not limited to: driving strong associate engagement, driving strong end-user and client relationships, driving operational excellence through KRA / SLA adherence, nurturing a culture of innovation and business process improvements.

Basic Function: Delivers on the business goals for the respective business function. Works with all stakeholders on initiatives like associate engagement, client engagement, dashboards, career progression, sharing of best practices, campus recruitment, etc. (Experience in an international voice process/customer service process is required). Work collaboratively to achieve world-class service, operational excellence, and constantly innovate to improve the business processes, including partnering with product. Establishes appropriate structure and responsibilities for attaining business objectives. Constantly evaluate results to meet performance objectives and map accordingly.

Manager Responsibilities: Manages Deputy Manager / Assistant Manager-Operations 6 to 8 or more direct reports as and when the business grows. Uses excellent planning and organizational skills with the ability to direct the operations performance and manage competing priorities and projects. Uses strategic objectives as a basis for establishing performance parameters for the team. Operation delivery responsibility of units as specified. Ensure on-time deliveries with best-in-class quality and productivity standards. Put in place appropriate quality systems to ensure a strong culture of reporting and evaluation of defined metrics and a focus on continuous improvement and operational excellence. Relentless focus on constantly improving associate and end-user experience.