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Hr Operations Manager
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Operations Manager
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Operations Manager
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São Paulo, Brasil Tata Consultancy Services Tempo inteiroCome to one of the biggest IT Services companies in the world!! Here you can transform your career! Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing...
Operations Manager
2 semanas atrás
Key ResponsibilitiesProvide timely and meaningful reporting to senior management.Plan and implement strategies to ensure account profitability.Handle client interactions and manage escalations (calls or in-person).Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.Monitor daily productivity against defined service level standards.Perform audit checks on client-defined compliance requirements.Coach and monitor Team Leads and AMs in day-to-day operations and people management.Develop continuous learning processes for the team.Supervise and support team members to ensure delivery meets or exceeds client quality standards.Represent the organization during client visits and reviews.Lead process re-engineering projects to optimize workflows and reduce cycle times.Develop and maintain process documentation, SOPs, and compliance standards.Partner with stakeholders to implement digital tools and automation for operational efficiency.Monitor KPIs and prepare dashboards to track improvement outcomes.Conduct training sessions on process excellence methodologies for team members.Required/ Preferred Skills & CompetenciesStrong knowledge of BPS operations and service delivery models.Provide timely and meaningful reporting to senior management.Plan and implement strategies to ensure account profitability.Handle client interactions and manage escalations (calls or in-person).Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.Monitor daily productivity against defined service level standards.Perform audit checks on client-defined compliance requirements.Coach and monitor Team Leads and AMs in day-to-day operations and people management.Develop continuous learning processes for the team.Supervise and support team members to ensure delivery meets or exceeds client quality standards.Represent the organization during client visits and reviews.Proficiency in process mapping tools and data analysis (Excel, Power BI).Excellent communication and stakeholder management skills.Ability to manage multiple projects and deliver within timelines.QualificationsBachelor's degree in Business, Engineering, or related field.3–5 years of experience in process improvement within BPS or shared services.Preferred Certification in Lean Six Sigma or equivalent preferred.
