Manager, Presentation Graphics, BES

Job Description

Job Title: Manager, OperationsLocation: MumbaiReporting Manager: Senior ManagerRole Summary:The Operations Manager oversees the day-to-day operations of the department. He/She provides direction and guidance to a group of Leads supporting business operations. The role is accountable for the implementation of internal projects and initiatives, as well as coaching and developing key team members. The role also takes responsibility in the development, implementation and maintenance of business operations functions within the delivery center.Responsibilities and Duties:
• Operations Management
  • Drives efficient day-to-day operational running of the department measured by no Client complaints and all SLAs met.
  • Establishes and manages internal KPIs and SLAs to support client and business needs.
  • Establishes operational processes and recommends changes based on business requirements and as part of continuous improvement efforts.
  • Analyzes productivity and performance reports and develops actions plans as appropriate.
  • Ensures implementation of Integreon best practices and constant review of processes to ensure maximum operational efficiency.
  • Ensures appropriate capacity against job volume by creating monthly forecasts of job volume and attrition.
  • Assesses the need for delivery center shutdown and/or need to transfer jobs to alternate site and ensures BCP is executed accordingly.
  • Ensures proper BCP planning and implementation and coordinates directly with Emergency Response Team for provision for accommodation, meals and transportation during BCP situations.
  • Ensures Department is compliant with ISO and Client InfoSec requirements.
  • Coordinates with Talent Engagement, Talent Acquisition, Procurement, Facilities and IT regarding maintenance of delivery center and any business requirement.
  • Attends regular operations meeting and client calls.
• People Management
  • Mentors Team Lead/s and ensures succession planning and development of team members.
  • Ensures Performance Management Process is conducted on a timely manner in the Department.
  • Ensures that performance ratings are calibrated across the Department.
  • Helps Team Lead/s create objectives and development plans for associates.
  • Develops and implements retention and Rewards & Recognition (R&R) initiatives and improvements based on the feedback from skip level meetings, company-wide engagement surveys, and market studies.
  • Ensures the proper implementation of the Company s Code of Conduct and Discipline Management Process for the Department.
  • Ensures that the Department is updated on all Company communications and activities
• Client Relations & Account Management
  • Acts as primary point of contact for client-related matters (e.g., requests, inquiries, escalations from BU Managers)
  • Regularly engages with the client to gather and learn critical business issues and to report Department performance and updates.
  • Handles critical incident reports from the client, initiates investigation, and creates service improvement plan.
  • Collaborates with the Account Management Team and keeps the Team abreast of daily operational performance, issues if any, and project updates.
  • Takes briefing from Account Management Team regarding client requests and provides strategic solutions and ideas that will address the requirement.
  • Ensures follow through of the projects and initiates regular updates to the Account Management Team
  • Forefronts the Quarterly Business Review with the clients and participates in regular client meetings.
  • Supports Integreon Management in expanding client relationship and business.
• Financial Management
  • Creates budget proposals for Rewards & Recognition initiatives, management trainings, travel costs, hiring, and revenue forecast.
  • Tracks and prepares the ramp plan and raises the personnel requisition accordingly.
  • Implements cost efficiency initiatives in the department and encourages the team to be cost conscious.
  • Ensures accuracy of invoice before submission to client by checking the documents prepared by the billing associate.
  • Approves the supplies requisition of the Department.
Required Skills/Abilities:
• Excellent verbal and written English language communication skills.
• High level of attention to detail and problem-solving skills.
• Experience in working in a highly demanding and dynamic environment with multiple service lines.
• Client-focused with ability to effectively manage client expectations.
• Competent in MS Office (Word, Excel, PowerPoint, Outlook).
Education and Experience:
• Candidate must have a bachelor s degree.
• 2-5 years work experience in a supervisory role, with experience in client management, people management, project management and implementation.
• 2-5 years work experience in a client facing role.
• Handled a 24/7 process in the past with 100 150+ team members as span of control.
Shift Timings:
• Should be comfortable working in rotational shifts 7 AM to 4 PM / 1 PM to 10 PM / 7 PM to 4 AM / 10:30 PM to 7:30 AM (in IST).
• Should be comfortable in working 24x7 environment.
Company Information:Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team s experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services. If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.We are One. We are On. Follow us: https://www.linkedin.com/company/integreon/Visit us at: www.integreon.com,

Keyskills :
code of conductms officelaw firmsproblem solvingcost efficiencyenglish languagebudget proposalsclient managementpeople managementtalent engagementproject management