Senior Manager - Operations Manager - Pune
Location
Pune | India
Job description
Overview
What you'll do Managing BO,LE, Service desk (Complex Fixed Technical Team) and Cloud security teams in India for VF UK Business.
Driving Key performance KPIs related to Customer Experience, Productivity,RiSLA, Ticket reduction, Compliance and Efficacy
Own WBR, MBR and QBR with UK partners and Internal stakeholders
Review capacity planning and delivery on periodic basis and provide inputs to Planning teams
Review and identify learning and development opportunities for teams
Responsible for leading Stakeholder Management Meetings and ensuring the consistency and integrity of Reporting
Drive the culture and Vodafone spirit values
Who You Are Must have technical / professional qualifications: - Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience)
- Extensive experience (typically 8+ years) in call center operations, with a focus on leadership and strategy.
- Good knowledge of Networking should be CCNA qualified and must know cloud security along with ITIL framework
- Should have knowledge of Prince 2 or PMP along with Agile methodologies
- Must be a people manager for 6 years with being a Ops manager for minimum 3 years
- Excellent presentation, influencing and negotiation skills
- Data aware and analytical capability to translate operational metrics into customer experience
- Strong analytical, problem solving and decision-making skills
- Highly motivated self-starter who can drive changes with passion for Vodafone
- Objective focused
- Excellent mind set striving to exceed expectations
- Ability to work with minimal supervision
Direct Reports - Leading a team of Team Leaders along with coaching and mentoring them
- Develop training programs to enhance the skills and knowledge of the TM's.
Experience - Proven track record of successfully managing large-scale operations along with experience of managing Team Leaders, stake holder management, being catalyst of change, driving and delivering efficiency and delivering outstanding customer experiences.
Not a perfect fit Worried that you don't meet all the desired criteria exactly At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's In It For You Together we can
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