Senior Manager

HireRight; Bengaluru; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

HireRight is seeking a Senior Manager of Operations to oversee the workflow and the Service Delivery process, drive process improvements, and ensure policies are implemented within a department in Operations.

This leader will manage a group of Supervisors to engage and motivate a team of typically 100 front-line employees to meet daily targets with the highest quality standards, while supporting their development and career progression and ensuring client satisfaction.

Qualifications

• 6-8 years of experience managing others in a time sensitive environment.
• Previous operations experience preferred.
• Experience managing multiple projects and changing priorities.
• Proven leadership ability in decision making, critical thinking and employee relations.
• Prior background screening, DOT, public records, or drug screening experience a plus.
• Budget development and oversight experience a plus.

Responsibilities

• Oversee the management team to ensure production, quality, turnaround time, resource allocation, training and development, and policy adherence.
• Responsible for process improvement and implementation of best practices across all units.
• Review daily production reports with Supervisors to assess production goals are met.
• Evaluate Supervisor and Employee performance and execute appropriate personnel actions.
• Have regular 1:1s with direct reports and "skip level" meetings as appropriate.
• Train, develop and coach Management team in hiring, staff development, disciplinary actions, and HR policy.
• Enforce HireRight policies and Client requirements.
• Handle escalated issues from Clients and employees; provide guidance to staff after live interactions.
• Create and manage KPIs and review objectives with teams.
• Contribute to short and long-term planning and strategy as part of the Management team.
• Drive initiatives that contribute to long-term operational excellence.
• Identify and mentor employees for career advancement.
• Communicate expectations clearly and provide feedback.
• Delegate responsibilities effectively.
• May act in Director's absence.
• Manage daily BPO operations.

Skills

People leadership

Strategic thinking

Decision making

Communication skills

Operational excellence

Budget management

Education

Bachelor's degree in related field

High School diploma or equivalent

Job description

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Senior Manager of Operations will oversee the workflow and the Service Deliveryprocess as well as take responsible for process improvement and ensuring companypolicy and procedures are implemented and followed for a department in Operations.

Senior Manager of Operations will typically manage a group of Supervisors to engage andmotivate a team of typically 100 front-line employees to ensure daily targets are

achieved to the highest level of quality standards.

This leader will be responsible for teams' development and career progression while encouraging them tocontinuously meet Clients SLAs and improve Clients' and Candidates' satisfaction.

Responsibilities

• Oversee the management team to ensure production, quality, turnaround time,resource allocation, training and development, and problem resolution adhereto established policies and procedures.
• Responsible for process improvement and implementation of best practices across all units.
• Review daily production reports with Supervisors to accurately assess that production goals in each unit are being met.
• Evaluate Supervisor and Employee performance and execute appropriate
• personnel actions.
• Have regular 1:1s with direct reports and "skip level" meetings as appropriate
• Train, develop and coach Management team in hiring, staff development, disciplinary actions, and human resource policy
• Enforce all of HireRight's policies and procedures as well as Client requirements.
• Handle escalated issues and requests from internal and external Clients and employees; provide feedback and guidance to the staff following live Customer interactions; identify and analyze the underlying issue.
• Create and manage KPIs
• Provide clear, concise, measurable objectives to the Teams and review on a regular basis
• Contribute to short and long-term organizational planning and strategy as amember of the Management team.
• Drive initiatives in the Management team and organizationally that contribute to long-term operational excellence.
• Identify and mentor employees to prepare them for career advancement.
• Communicate expectations clearly and provide consistent feedback.
• Delegate responsibilities effectively.
• May act in Director's absence
• Manage daily BPO operations.

Qualifications

Education:

• High School diploma or equivalent required
• Bachelor's degree in a related field is preferred; however the equivalent
• combination of education and experience may be considered in lieu of a
• degree.

Experience:

• 6-8 years of experience managing others in a time sensitive environment
• Previous operations experience preferred
• Experience managing multiple projects and changing priorities
• Demonstrated leadership ability in the areas of decision making, critical
• thinking and employee relations.
• Proven conflict management and communication skills.
• Prior background screening, DOT, public records, or drug screening
• experience a plus
• Budget development and oversight experience a plus.

Knowledge & Skill:

• Has in-depth business and knowledge department or function.
• Has a good knowledge and understanding of related functions.
• Has good understanding of industry issues.
• Demonstrates people leadership skills.

Scope of Impact:

• Manages a team of professional and senior administrative employees or
• manages activities of team leaders in a support/production function.
• Has responsibility for performance and results.
• Spends all or large proportion of time managing team, rather than doing more
• involved aspects of work done by team members.
• Provides technical guidance to team members.
• Assigns and reviews work and monitors results.May train professional staff

Strategic Planning:

• Decisions are guided by policies, procedures and business plan.
• Forecasts resources needs and manages allocated budget.
• Identifies and resolves technical, operational and organizational problems.
• Sets and aligns project management goals with established business objectives;
• effectively uses time, expenses, and people to best meet business plans.

Customer Focus:

• Establishes and maintains ongoing relationships with key customers.
• Anticipates and interprets customer needs to identify solutions.
• Effectively communicates by adjusting communication style to audience.
• Explains difficult concepts and persuades others to adopt a point of view.
• Interacts with management both within and outside of work unit on significant matters.