Operations Manager

Role Overview

• Creating strategies with senior management and develop policies that will correlate with the organization goal.
• implementing effective processes and standards.
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• Manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• Understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
• Provide guidance to our in-house Management Trainee.
• Keep a close track of the NSAT Scores and the productivity of the team members.
• Induct new joiners i.e Engineers and Team Leader about the technical support process.
• Responsible for management of critical and complex changes wherever applicable.
• Initiate and drive continuous service improvement plans.
• Identification and communication of potential risks and dependencies in timely manner to stake holders.
• Responsible for Performance management, career development and retention of the team members.
• Should have an innovative and transformational mindset to identify opportunities to optimize processes.

Requirements

• Minimum of 5+ years of experience as operation head/manager in Technical Support process (Microsoft M365)
• Graduate with minimum 8 years of Experience as operation head/manager in Technical Support process (Microsoft M365)
• Concierge LOB is preferred.
• Work Location
• Work from Home
• Shift Timings
• Rotational