BPO - Process Manager

Movate Technologies; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Movate Technologies is seeking an Operations Manager in Chennai to lead a team and ensure SLA delivery, client satisfaction, and revenue/ cost management. The role involves cross-functional collaboration, capacity planning, and continuous improvement initiatives to meet client targets and drive operational excellence.

You will oversee performance management, reporting, and skill development while coordinating with IT and WFM teams to optimize resources and ensure top-tier service for

Qualifications

• Minimum of 24 months experience in JL3A Grade and above
• Minimum of 2 Years in Project handling and client interactions

Responsibilities

• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily/Weekly/Monthly/Quarterly reporting of SLA performance
• Attend daily calls with client
• Employee retention to meet client targets
• Proactive management of business/operations trends
• Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
• Work with WFM team on a weekly basis for capacity planning based on volume forecast
• Formulate continuous improvement plan
• Coordinate with IT team to fix all IT related issues for the team
• Set and review KRAs for the team, align their goals to the overall objectives of the organization / client
• Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
• Business continuity planning & risk management
• Create, generate and publish reports with the help of MS office tools
• Proficiency in tools & CRM systems
• QA forms and understanding its impact to customer experience
• Reporting/Analytics to monitor metrics and take actions necessarily and target improvements
• Addressing skill gaps in Product / Process/ Technology / Communication
• Mentor Leads & respective team members
• Plan relevant training programs working with respective group
• To manage revenue & cost management
• Operate on planned budget
• Resource planning (People / IT)
• Ensure client management with “100 referenceable customers”
• Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
• Set and manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis
• Create and improve process guidelines and framework
• Drive adherence and compliance to organizational / quality standards
• Formulate action plans for consistent service delivery quality
• Create preventive and corrective action plans on customer or Client comments /feedback

Skills

Performance management

Client management

Reporting & analytics

Capacity planning

Quality management

Mentoring

Training & development

Tools

MS Office tools

CRM systems

Job description

Job Responsibilities:

• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily/Weekly/Monthly/Quarterly reporting of SLA performance
• Attend daily calls with client
• Employee retention to meet client targets
• Proactive management of business/operations trends
• Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
• Work with WFM team on a weekly basis for capacity planning based on volume forecast
• Formulate continuous improvement plan
• Coordinate with IT team to fix all IT related issues for the team

Operations Management

• Set and review KRAs for the team, align their goals to the overall objectives of the organization / client
• Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
• Business continuity planning & risk management
• Create, generate and publish reports with the help of MS office tools
• Proficiency in tools & CRM systems
• QA forms and understanding its impact to customer experience
• Reporting/Analytics to monitor metrics and take actions necessarily and target improvements

Skill Development:

• Addressing skill gaps in Product / Process/ Technology / Communication
• Mentor Leads & respective team members
• Plan relevant training programs working with respective group

Project Revenue & Cost Management

• To manage revenue & cost management
• Operate on planned budget
• Resource planning (People / IT)

Client Management:

• Ensure client management with “100 referenceable customers”
• Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
• Set and manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis

Quality Management

• Create and improve process guidelines and framework
• Drive adherence and compliance to organizational / quality standards
• Formulate action plans for consistent service delivery quality
• Create preventive and corrective action plans on customer or Client comments /feedback

Eligibility Criteria :

• Minimum of 24 months experience in JL3A Grade and above
• Minimum of 2 Years in Project handling and client interactions