Senior Operations Manager - Bangalore - Infosys
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Job ID/Ref Code: Inf_EXTERNAL_10024032_1
Experience Range: 08-11 years
Primary Location: Bangalore, IN
Role Designation- Senior Operations Manager
Responsibilities- Purpose/Essence of the role: Coordinates with transition team, plans and monitors the resource deployment, reviews the daily dashboards, staffing plan, work allocation, governance adherence and interacts with the client , ensure delivery predictability and enhance client satisfaction. Below are the roles and responsibilities aligned to the above mentioned role / role designation: 1. Transition Coordination: Resource planning (incl. Infra) : Develops plans, identifies people, coordinates infra and technology requirements with the transition team for the specific process (es) to deliver on target delivery model 2. Transition Coordination: Process definition & documentation: Provides resource s to the transition team to finalize the process definition & documentation, signs off for the specific process (es) within his/her purview to finalize the To-Be process 3. Transition Coordination : Process Training & Certification: Provides inputs on th e training/ certification methodology to the transition team to ensure right skilling on engagement 4. Operations: Resource Planning (People, Infrastructure etc.): Plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his/her specific process (es) in order to ensure budget & pricing assumptions compliance 5. Quality Planning (QC/QA): Reviews the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the specific process (es) 6. Process Compliance: Reviews process compliance and signs off on SOP changes as part of the quality plan in order to ensure robustness of the process 7. Talent Management (People M anagement): Implements career development & succession plan for the direct reports implements career development methodology for the team in specific process (es) to ensure sustainable employee engagement & motivation within the team
Service Line: BPO Sevice Line