Job Description

Role: Manager Operations Level: 4 Function: Operations Reporting to: Senior Manager Operations Management of: Website Operations

Role Objective To plan resources and workflows in a manner that ensures that the team delivers service to the client within identified SLAs; to manage, develop and support a team comprising of Team Managers and/or Process Leaders and to interface & maintain close working relationships with the client and to initiate and participate in process improvement initiatives/projects.

Professional Know-how Academic: Graduation (in any discipline)

Experience: - At least 4+ years overall managing as a team manager.

- Should have experience managing product setup and enrichment activities for e-commerce website, preferably large volume operations.

- Should have clear understanding of end to end e-commerce website functioning. - Good to have website performance analysis knowledge using Google Analytics or similar monitoring tools.

- MS office skills - Retail experience preferred/similar business(e- commerce) -

UK Shifts- 12pm -11.30pm

Primary Responsibilities

• Manage the web production volume with the desired efficiency and effectiveness

• Accuracy of the website and all publications deadlines

• Ensure relevant processes are followed on the operational floor

• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs

• Liaise with Business Planning & MI team where required for resource planning and optimum utilization;

• Manage and optimize workflows (pipeline and individual work queues)

• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;

• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;

• Execute any relevant business transformation activities within the team;

• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;

• Report on team performance, customer/client feedback and all daily operational activities;

• Liaise, coordinate and manage relationships with other departments and onshore teams;

• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;

• Co-ordinate with internal support functions to help resolve issues for the team;

• Participate in the recruitment process of new advisors;

• Implement the rewards and recognition program to motivate the team to perform better;

• Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

Key Result Areas • Service delivery by the team within the agreed SLA frameworks • Ensure adherence to Standard Operating Principles • Team attrition and other metrics to meet/exceed targets • On-time and accurate reporting and sharing of process health • Execution of business transformation activities within the team • Process improvements, new business projects and other initiatives