Manager-II, Operations is responsible for managing a team and resolving any potential issues that impact business continuity. The job involves organizing, planning and prioritizing delivery of production and quality KRAs of the team. The candidate should have experience in managing people managers / front line managers and Subject matter experts. He/She should be able to communicate clearly in the written and oral form. Candidates should be able to come up with process improvements and drive business KRAs.
Key job responsibilities
- Handle the in-house Operations delivery (BnM, VC). You will lead a team of up to 100- 120 associates supported by Team managers (5-6 FLMs) to improve accuracy and maintain service levels, this will also include meeting other SLAs, KPIs, internal Shrinkage and retention targets
- This is a mid-level management position that is fully accountable for the results of the reporting teams at the GOAI center.
- Responsible for conducting regular reviews with the team
- Drive overall performance for the team
- Identify improvement opportunities and driving process improvement projects
- Establishing governance structure for day-to-day operations
- Enhance adherence to compliance guidelines as required and dedicated by the Program
- Regular touch base meetings with internal stakeholders and different departments
- Should be open to travel (domestic & overseas) as and when required
- Responsible for performance management as well as annual appraisals for the team
- Be a key leader at the forefront for key projects for the program
About the team
Global Operations-Artificial Intelligence (GO-AI) is a part of Amazon Robotics (AR), an org, in Fulfillment Technologies & Robotics (FTR). GO-AI enables Computer Vision (CV) and ML based automation by delivering high quality data to improve AI and Machine Learning (ML) product lifecycle through near real-time human-in-the-loop (NRT HITL) and offline annotations.Bachelor’s degree or equivalent
•8+ years of overall experience and 4-5 years of managerial exposure in Operations (directly & via vendor management preferably) in Non-voice, Customer Service Environment.
•Track record of successfully running large teams (100+) from the ground up
Should have extensive experience in handling large teams in Operations, Quality or Training domains in BPO/ Captive Operations
Should have extensive experience in handling large teams in Operations, Quality or Training domains in BPO/ Captive Operations
•Strong oral and written communication skills.
•Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
•Demonstrated familiarity with general principles of workflow in a voice / non voice environment.
•Should have handled both domestic and international operations with experience in handling remote teams
•Entrepreneurial mindset with exposure in running independent operations will be an advantage
•An analytical mind and should be able to perform Analysis of key process indicators to identify opportunities for process improvement and implement action plans
•Ability to communicate with Sr Leaders @organization
•Clear leadership capability –responsible for operations, you should be able to set clear goals, inspire confidence, prioritize tasks, align resources, and establish an upbeat motivated culture
•Show creativity, experimentation and innovation and drive projects with urgency in fast paced environment
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