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Senior Operations Manager
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Purpose of the role:
In the role of Onsite-Operations Manager, you will be responsible for Coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations and governance adherence. You will interact with the client on the objective to deliver target delivery model, ensure delivery predictability and enhance client satisfaction for the processes within purview within the guidelines, policies and norms of Infosys.
You will be responsible for transition coordination, resource, service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.
Below are the roles and responsibilities aligned to the above-mentioned role / role designation:
· Act as the primary delivery contact (Onsite) for any coordination /escalation Management between onsite offshore for all key stakeholder interactions.
· Brings Operational domain expertise and responsible to manage any RCA’s, mitigation and SOP documentations.
· Drive functional expertise and engage in volume management, spikes, reorg design with offshore and sharing business knowledge /changes.
· Responsible for enhancing customer experience,
· Engages with the key client stakeholders on areas of improvements and drives plans/actions in order to enhance customer satisfaction
· Conduct periodic reviews (weekly /monthly) with the offshore teams & drive corrective action required in order to ensure SLA compliance
· Work with onsite functional leads for any escalations and open items, which needs a fix.
· Liaison with offshore Ops COH and mangers for daily reviews on operations
· Work with Client Partner on any cross functional governance and also support any contractual obligations
· Monthly & Quarterly business review participation & liaison with COH and Portfolio lead
· Co-ordinate resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets etc.).
· Oversee and Manage PMS (Performance Management System)
· Address any people or talent issues and put plan in place to address them in co-ordination with Ops Head
· Resource optimization
· Understand any changes needed for skill set mapping in offshore.
· Responsible to work with functional leads to identify continuous improvement opportunities
· Able to lead the domain led transformation projects coordination with offshore Ops team
· Key anchor in bringing domain expertise in case of To BE models , new areas to redefine the process upstream and downstream impacts ,low hanging automations and best practices implementations
· Work with India to make sure projects are delivered on time and aligned to client timelines
Location for this position is Middleton, Wisconsin
Qualifications
Basic
· Bachelor’s Degree
· At least 9 years of relevant work experience
Preferred
· General accounting and financial analysis experience and knowledge
Recommended skills
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