Operation Manager

ROLES:
Document processes & systems being in the deployment at Triveni.
Design & implement team-wise internal KRAs & reports, to adequately monitor & ensure output performance of the team members.
Internal followup & discipline to ensure processes being followed.
Handle Operational challenges ground up - handling operations wherever required.
Manage various teams - including most of the operations at Triveni.
Handle troubleshooting & exception cases, wherever required in the system - ground up.
Implement discipline, HR & quality standards in the system - including the admin policy & frameworks.
Handle Admin issues related to the office.
Generate reports – daily, weekly or monthly, with respective teams, till they become part of the system.
While on paper this is a 10am to 9pm or 9am to 8pm job, the nature of work will require the person to be available for any exigencies or even on Sundays 24x7.
The selected candidate will be joining with some more basic tasks - and must demonstrate capability & maturity through them to grow into the actual role described here.
PREREQUISITES:
More than 5 yrs experience in operations, managing & leading multi-disciplinary team of more than 30 people, or as a business unit head
Preferably from a BPO / KPO / backend operations background, with strong customer support & sales angle to the work
Discipline to work & monitor process implementation strongly, even capacity to think through & document newer processes when required
Structured, organized & strong documentation oriented thinking
Must have a very strong, clear & polished English & Hindi oral & written communication
Must have an undergraduate or master's background in any discipline from a reputed organization, with distinction like academic results