Position : Manager (ORM)

Reports to : Head of Operations

Location : PAN India

Shifts : US Shift - Work from home

- The Manager will be the sole owner & responsible for the overall direction, coordination, quality, training and productivity of the operations team. Should have the ability to govern and drive process improvements, and keep pace with our growth while motivating the team members to meet the challenges of an extremely customer focused and metrics driven environment.

SLA : Ensure that the Client SL of TAT, Quality, Response Rate, CSAT, & other deliverables are met & exceeded at all times. Role is also to show improvement in processes which in turn results in optimization of costs. Shall be responsible for all client coordination & Process improvements.

Basic Qualifications :

- Experience in Operations primarily in ORM with progressively increasing responsibility

- Knowledge of Advanced Excel

- Project Management experience

Preferred Qualifications :

- Bachelor's degree

- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement

- Sensible towards brand Image and should be aware about the criticality and the degree of value associated while driving customer engagement activity.

- Strong communication and presentation skills

- Leadership experience