Operations manager
Gratitude IncOperations manager
Job Description
Key Skills
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Description / Requirements
Role: Operations Manager
Location: HCM City, Vietnam (QTSC 1, Quang Trung Software City, District 12)
Reporting to: DPE
Responsibilities:
• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level
of employee and customer satisfaction
• Establishing and managing relationship with stakeholders
• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client
on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in
times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to
ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates.
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores,
performance Appraisals and attrition management
• Performance management through top Quartile, Middle and Bottom Quartile segregation and
identifying training and coaching needs.
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned
Role
Any Other
Timings
Day Shift (Permanent)
Industry
Telecom / ISP
Work Mode
NA
Process
Semi-Voice
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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