Operations Manager

Gratitude india

George Town, Pulau Pinang
RM 180,000 per year
Permanent
Full-time

12 days ago

GRATITUDE INDIA”, Established In 2004, Is An ISO 9001:2008 Certified Company, Which Follows A Centre Right Ideology That Candidates Are Superior Then The Clients. This Is In Stark Contrast To The Left Wing Ideology Of All Consultancies Who Boast About Their Relationship With The Clients And They Believe Their Success Is Only And Only Because Of Their Clients. We Have A Contrary View But At The Same Time We Also Value Our Clients Only After Ensuring The Candidate Is Happy. This Makes Us A Centre Right Wing ConsultancyWith The Operations Of The Company Handled By Industry Professionals, We As A Team Are Able To Successfully Cater To The Recruitment And Staffing Requirements Of BPO/ Ecommerce Sector From Onshore To Offshore Locations. Over The Period, Though Gratitude Has Earned The Wrath Of Some Corrupt Hr's Due To Our Ideology We Have Received Considerable Support Of Our Candidates Which Has Made Gratitude Grow In Several LocationsThe RoleYou will be responsible for :

Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
Establishing and managing relationships with stakeholders
Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
Responsible for following agreed governance model, escalation & communication plan
To ensure team members achieve agreed standards in relation to their job assignments.
To ensure training of new staff on the corporate policy rules to be adhered to
To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
To monitor and document work schedule of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
Ensure that all audit related issues are brought to a close
Identify and drive continuous improvements and initiatives in process
Coach & mentor Team lead so that they are able to manage their teams better
The hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.
To ensure that all internal customer queries are followed up on a timely basis
Collaborate with internal teams.
To be the Key contact for all problems and queries with specific business assigned.

Ideal Profile

Working under the pressure
Fluency in English & Japanese (Speaking, listening, writing and reading). working 100% English.
University/Colleges required.
Good to have experience in CS/BPO/Sales/Client relationship. Otherwise, candidate has to be confidence in communication
Working 5 days, 2 days off per week

What's on Offer?

Flexible working options
Attractive Salary & Benefits
Opportunity within a company with a solid track record of performance

Gratitude india

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