by usercspla
Title Operations Manager
Location Pune
Job Information

Project Management

  • Business Operations Management
  • Process Design, Management & Delivery in IT Telecom Services org
  • Program Rollout

PROCESS, QUALITY AND BUSINESS OPERATIONS MANAGEMENT:

  • Proficient Project management skills
  • Developed Project Management plan, managing cross-functional team members, deadlines, deliverable, stakeholders’ expectations, communication, risks & mitigation, etc
  • Successfully led multiple global initiatives in Process and Quality areas to establish standardized processes, framework and workflows in compliance with business requirements
  • Developed a Global Quality review framework to review Quality of Customer Service on cases based on critical customer service parameters
  • Process Improvement / Alignment drives to achieve standardized processes to reduce re-work
  • Document current processes, design improved future state processes. Change Management
  • Global Process SME & Trainer, Author, Training collateral developer (training, job aid, workflow). Conducted TTT sessions
  • Implementation of Org support plans to increase revenue and Ease of doing business. Closely working with Global Revenue Assurance and Services Offers teams
  • Process Automation
  • Used Six Sigma Tools and Techniques. Analysis of historical data and identify root causes. SWOT analysis
  • Extensive experience of creating Training collateral targeted to large and global audience– Managers, Backbone engineers, Service Desk agents, Quoting team, Global Sales teams. Huge experience of delivering Training
  • Action oriented. Operate with high degree of professionalism. Ability to drive results in dynamic env
  • Excellent People Management Skills. Proven ability to lead a cross-functional team to deliver consistent results
  • Good Interpersonal skills. Team Player
  • Excellent verbal and written communication skills. Strong presentation skills
  • Proficient Time management, Prioritization and Conflict Management skills
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