Job Summary
Experience 10 years
Appropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metrics
Oversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some suppor
Responsibilities
Skills qualifications
Experience 10 years
Appropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metrics
Oversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some support structure to rely on Process Experts Reporting Analysts Ops support etc
Candidate Profile
Knowledge of Autonomous Vehicle lifecycle and radar video LiDAR and allied sensor technologies
Knowledge of automotive systems communication protocols
Experience managing multidisciplinary BPO SSC Contact Centre projects
Education Post Graduate preferably MBA PMP certification or relevant domain certification
Project management experience
Understanding and passion for online productsservices
Ability to define projects execute within timelines and with multiple stakeholders and deliver projects on time and to budget
Ability to effectively operate with flexibility in a fastpaced constantly evolving team environment
Results orientated selfstarter and highly focused
Excellent communication skills and proven capability to build relationships
Consultative management style creative thinking with a pragmatic approach
Experience with onsiteoffshore model and working in a multicultural environment
Experienced working collaboratively with internal key stakeholders including Corporate Functions
Resolve operational business problemsissues and provide solutions within time constraints
Translate client expectations into actionable initiatives
Meet delivery standards defined in a client SOW adhere to SLAs manage teams of Agents Team Leads Team Managers track project milestones and identify process improvement areas
Strive to achieve and overachieve on client Quality Productivity metrics
Work towards fulfillment of contractual obligationscompletion of deliverables
Work with the Human Resources Function to drive employee engagement and performance management
Be in charge of reporting to internal Leadership teams
Further responsibilities
Take complete ownership and accountability for delivery of operational metrics including CSAT SLAs and Capacity utilization for your teams devise daily weekly monthly quarterly strategies to meet targets
Ensure high quality of delivery and performance from the entire team including Team Lead QA Trainers SMEs and Support Personnel
Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
Ensure deep subject matter expertise of self product knowledge
Ensure bench strength and attrition is under control and does not impact operational excellence
Work proactively with the Google Vendor Manager to deliver cohesive coordinated and highly qualitative customer engagement experience
Continuously look for opportunities to improve customer experience provided by Google and make recommendations to Google Management team
Develop Service and business level agreement to set expectations and continuously measure performance
Developing strategies for project metric improvement beyond industry standards
Advise management on additional resources and situations that will help growth and sustained productivity efforts
Manage project for emergency operations manage client relationship support associate resources for individual growth
Ability to lead performance analysis and longterm strategic roadmaps for high level campaigns
Ability to manage budgets and build budget and performance projections
Ability to prioritize and multitask with little supervision
Strong communication skills to direct any potential issues to relevant stakeholders
Develop and track key business metrics around customer behavior channel analysis and competitive analysis
StakeholderBusiness Management
Deliver on financial goals for the business
Prepare and report process performance metrics to stakeholders
Participate in management discussions Governance discussion Management forums with customer
Identify key cost drivers and ensure they are optimized
Proactively identify opportunities for additional business with customer
Identify opportunities for growth deliver on growth commitments number of people
Anticipate plan for new business get involved in hiring
Share value addition and best practices across teams
Adopt best practices from other processes verticals etc
Customer Relationship Management
Manage customer relationships through regular communication with clients through weekly monthly reviews
Discuss operational issues and Critical to Quality CTQ delivery issues with the customer
Attend customer calls and meetings proactively flag issues and prevent surprises
Manage and resolve escalations and issues raised by customers
Identify better ways to deli
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