Senior Director - Operations

Everise; Mohali; Sur place; INR 1 500 000 - 2 100 000; Plein temps

Résumé du poste

Everise seeks a Senior Director of Operations to lead a high-performance team of Operations Managers, ensuring client deliverables are met and Everise standards upheld. You will be a visible on-floor leader, coaching managers, coordinating with HR and quality, and driving a culture of excellence.

You will engage with clients, implement action plans for underperforming areas, and shape local operations strategy to attract and retain top talent in Mohali and surrounding markets.

Qualifications

• Experience leading operations teams and achieving client deliverables.
• Strong ability to monitor KPIs and provide coaching to managers and supervisors.
• Excellent communication and stakeholder management with clients and internal teams.

Responsabilités

• Oversee daily operations and drive performance through Operations Managers and teams.
• Coach and develop managers to meet Everise standards and client expectations.
• Ensure cross-functional coordination across HR, Recruitment, Training, Quality, Technology, Facilities and Security.

Connaissances

Leadership

KPI Tracking

People Management

Description du poste

Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Position Purpose:The Senior Director - Operations is responsible for the daily oversight and leadership of a team Operations Managers charged with achieving client deliverables through high performance teams. The Senior Director’s role is that of coach and leader while holding his or her team accountable to ensure Operations Management and agents meet or exceed the standards set forth by Everise and the client. The Sr. Director also has significant client facing interactionJob Requirements:• Monitor, track and evaluate Operations’ performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to Managers and Sr. Managers to ensure all client deliverables are met and Everise standards are adhered to• Be a regular presence on the production floor and actively interact with Sr. Managers, Managers, Supervisors and Associates to ensure that they are engaged in productive work and systems are functioning properly• Create an environment that makes Everise an employer of choice in the local market• Manage functional direct and dotted-line areas to include Human Resources, Recruitment, Training, Quality, Technology, Facilities and Security to ensure that local expectations are clear and deliverables are met• Coordinate with Functional Heads to ensure that underperforming Managers meet expectations through the creation and implementation of written action plans• Responsible for upward and downward communication both internally and as required to the client• Participate in associate and supervisor selection and interviewing process• Interact with clients demonstrating engaged leadership and detail orientation• Other duties and responsibilities assigned by management of the companyIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.