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Position Description: Manage the operations for a process for the organization. Be a single point of contact with the entire team and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis to ensure smooth operations and increase business with the client. Control cost through effective utilization of personnel, materials and equipment. Proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of assignments. Manage and motivate a team of client managers, document specialists and quality control specialists to ensure high performance levels. Manage the process profit and loss statement on a monthly basis and report to management. Handle all operational issues and resolve them.
Essential Qualifications: MBA or Post Graduate Diploma in Management from an institution of repute.
Technical Qualifications: Technical Know-how of MS Office Suite.
Experience: Minimum of 6 years of work experience, of which atleast 3 years in a supervisory role.
Organization Structure: Report to the Operations Manager / Assistant Vice President
Work Schedule: Required to work in flexible schedule during day, night and weekend shifts.
Area of Accountability
Client Management
Description of Responsibility
-Operate as an important link between the client and the Senior Management
-Interface with clients frequently and maintain an excellent relationship with them
-• Handle any service level/contractual escalations
Competencies Required
-Customer Service Orientation
-Inter-cultural Competence / Diversity
-Communication
Key Performance Indicators
-Customer Feedback
-Additional Business / Growth of the team
-Client adherence to timeliness and SRRs.
Project Management
. -Oversee and coordinate the operational issues
-Ensure accuracy is maintained in jobs submitted to clients
-Plan reserve staffing to manage queues during peak
-Timely flagging of issues to the senior management
-Responsible for quality and timely completion of all projects
-Lead and manage any team/divisional based special projects to improve quality, reduce turnaround time
-Quality orientation
-Result Orientation
-Passion for action / Initiative
-Achievement Orientation
-Innovation
-Adaptability / Flexibility
-Problem Solving skills
Key Performance Indicators
-On-time delivery
-Resource utilization levels
-Green Belt certification
-Team / Shift accuracy
-Process improvement measures
-Best Practices shared and implemented
Team Management:
-Manage teams across a process
-Develop strong interpersonal relationships with the team
-Coach and counsel team members to enhance performance and arrest attrition
-Develop an environment that provides motivation and development opportunities for the team
-Introduce initiatives for team development
-Recognize and reward performance and ensure welfare measures are carried out
-Interface with various support functions to introduce initiatives to develop the team
-People Management Skills
-Conflict Management
-Team Effectiveness
-Facilitation / Group Moderation
-Impact and Influence
-Change Leadership
Key Performance Indicators
-Developing team members for larger roles / promotion
-Attrition rate
-Attendance
-Team Development initiatives implemented
-Punctuality
-MOS / internal certification on client specific template for the entire team
-Employee welfare
-Team cross-certification
Management Information Systems:
-• Maintain accurate reports of production traffic
-• Monitor service levels based on predetermined metrics
-• Present team and shift performance to Senior Management/Client on a pre-defined frequency
-Analytical Skills
Key Performance Indicators
-Accurate and timely reporting
P&L Management
-Prioritize resource to reflect the key financial and operational metrics
-Manage the targets for revenue per employee
Key Performance Indicators
-Revenue per employee
Security Management
-• Ensure adherence to security norms including print security and physical access procedures in the team
-• Ensure appropriate security for all desktops, printers and any other IT equipment used by the team
-• Ensure all members of the team go through security and compliance awareness programs as per policy
-Organization Awareness
-Knowledge of OfficeTiger security management system
Key Performance Indicators
-Employees security & compliance
-Team Integrity
Authority
-Assigning tasks of appropriate complexity to direct reports
-Reviewing the performance of the team on a quarterly basis to check progress against major tasks
-Rewarding the work of direct reports
Operations Account ManagerOperations
RR Donnelley is committed to providing a meritocratic environment that values, recognizes and rewards our employees for their performance.
RR Donnelley is committed to providing a meritocratic environment that values, recognizes and rewards our employees for their performance.
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Operations Account Manager
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