Job Description Service Delivery Operations Associate Manager-IasiRequirements : +5 years in a Management role;Fluency in English;
Previous experience in business process area;Strong organizational, multi-tasking, and time-management skills;Creativity focused on cost reduction / service improvement opportunities;
Change Management experience;Ability to work in a process-driven high demand environment;Service focused with ability to meet targets on a continuing basis;
Ability to be flexible and work analytically in a problem-solving environment;Excellent communication (written and oral) and interpersonal skills;
Strong supervisory, coaching and project management skills;Ability to manage multiple simultaneous activities across different business activities;
Delivery focus;Proven focus on Continuous improvement and adding value to clients;ResponsiblitiesInterpret day-to-day business objectives and prepare / execute operational practices / work programs.
Ensure proper execution of processes by team; Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately;
May perform data entry or other client related tasks in various systems, as required; Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities;
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.
Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours; Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner;
May perform and / or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency;
Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases;
Prepare and analyze complex reports / information and formulate conclusions; Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s);
Act as subject matter expert for team members, peers and / or clients as assigned; May act as a point of contact for senior client representatives;
Anticipate, identify, and assess complex issues / problems. Develop and implement a corresponding plan of action to bring the situation to resolution.
Communicate changes to supervisor and assist other team leads with resolutions, as needed; Identify, document, and review opportunities for team improvement in procedures / processes / standards to gain cost-
effectiveness and efficiency; execute implementation of improvements; Required to direct work within clear budget guidelines;
Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs ;
Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables; Assist with providing operational statistics and escalate operational issues to supervisor;
Plan and facilitate weekly (as required) team calls / meetings. May present and facilitate at group meetings and new hire integrations;
may develop presentation content; May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance / disciplinary issues;
May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects;
Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects;
Manage numerous, complex projects requiring high level capabilities with minimal supervision; Qualifications Our offer : Competitive salary and performance bonuses;
Attractive benefits package including : coverage of public transportation, private medical services, life insurance private account, gym subscription, meal vouchers for each working day, online, interactive library subscription;
Opportunity to practice your language skills with native speakers;Access to a global network of knowledge and resources;Extensive training through a variety of methods online, classroom, etc.
Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
An experienced Career Counselor to guide you and check on your progress;Interesting and challenging work for the worlds leading companies our clients;
Professional growth opportunities that recognize individual contributions and performance;A flexible approach that allows an appropriate work / life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.