JOB DESCRIPTION Skill - Operations Manager KPO Role Tier - Snr Ops Manager Tier 0 Role Manage the entire operations team Accomplished by refining and implementing performance strategies Data Building Meeting Process delivery timelines and adherence Also responsible for managing attrition for the department and processes which support current as well as any future business needs requirements Monitor and manage operational costs Key Responsibilities Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Manage Relationships Engagement with the Clients Team Management 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 process and 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 Take 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 closure Identify and drive continuous improvements and initiatives in process Coach mentor Team Lead and Associate Manager so that they are able to manage their teams better Hiring of team leads and associate managers training inductions employee client satisfaction scores performance Appraisals and attrition management is managed well To ensure that all internal customer external queries are followed up on a timely basis Collaborate with internal teams To be the Key contact for all queries with specific business assigned Work in-sync with other site leads and Managers to create and maintain uniform processes Provides inputs towards hiring and also assists with the interviewing process Contributes towards the achievement of the company s strategic and operational objectives Monitor and manage operational costs Should be process and result oriented About Virtusa Teamwork quality of life professional and personal development values that Virtusa is proud to embody When you join us you join a team of 27 000 people globally that cares about your growth one that seeks to provide you with exciting projects opportunities and work with state of the art technologies throughout your career with us Great minds excellent potential it all comes together at Virtusa We value collaboration and the team environment of our company and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence Virtusa was founded on principles of equal opportunity for all and so does not discriminate on the basis of race religion color sex gender identity sexual orientation age non-disqualifying physical or mental disability national origin veteran status or any other basis covered by appropriate law All employment is decided on the basis of qualifications merit and business need

📌 Senior Ops Manager - Kpo (Andhra Pradesh)
🏢 Virtusa Lifespaces India
📍 Andhra Pradesh