Senior Operations Manager
1 dia atrás
Job Title: Senior Delivery Manager
Job Summary:
We are seeking a highly experienced Senior Delivery Manager to join our team at Wipro Digital Operations and Platforms. As a key member of our operations team, you will be responsible for managing the overall performance and governance of our Statements of Work (SOWs) with our clients.
Key Responsibilities:
- Manage the day-to-day operations in accordance with requirements and Service Level Agreements (SLAs) set out in the SOW.
- Prompt identification and resolution of Service delivery issues, including the implementation of preventative measures.
- Transition management during set up phase or expansion phases.
- Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources.
- Coordinate with clients as needed.
- Install all Service delivery processes and Service Level reporting mechanisms.
- Provide exceptional people management, mentorship, and career development to members of your team, including managers and representatives, to achieve low attrition levels and high employee engagement.
- Drive Operations teams to deliver continuous improvement and productivity/quality gains.
- Flag and escalate business risks timely to clients.
- Analyze data to identify trends in customer needs or behavior patterns that may require changes to business processes.
- Develop and implement new processes or procedures to improve efficiency or quality of service.
- Coordinate with other departments, such as marketing, sales, or human resources, to ensure that customers receive appropriate attention.
- Conduct regular meetings with clients to ensure satisfaction with service standards.
Critical Skills Required:
- Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
- Strategic thinker with strong analytical and problem-solving skills.
- Very strong level of English, both written and verbal.
- Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members.
- Adaptable and energized by a fast-paced environment.
- University Graduate or above.
- 14+ years of experience in operations in the Social Media industry.
- 7+ years of people management experience, including managing leaders, and a strong desire to develop team members.
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