Deputy Operations Manager

Job Purpose/Summary:

• Oversees the work of personnel including allocation, training & problem resolution, motivates employees to achieve peak productivity & performance, assists in pre-sales activities, enhances operation structure, reviews & interprets financial & operating information, monitors utilization, assists in replying to RFPs. This position requires IT background, and 10+ years of experience.
• Responsible for managing existing operations and implementing new operations processes within the organization; managing expectations across all stakeholder groups; sharing responsibility for project success; including performance management, plan monitoring and evolution, metrics development and management; recommending infrastructure improvements; developing, implementing, and ensuring compliance with operational policies and procedures.

• Main Responsibilities:

1. Financial Management:

• Support the financial activities related to the project/account(s) by way of defining financial requirements, tracking financial performance & taking any necessary corrective actions. The SDM must fully understand the boundaries of the rates negotiated before being able to negotiate and change rates. The SDM should track the financials of all the projects in his account.
• Track & report P&L for project/account(s).
• Provide input to the UPS budgeting process as required.
• Ensure proper utilization of resources and exercise cost control measures wherever applicable.

2. Team Management:

• Monitor team dynamics and team accountability related to delivery commitments.
• Attend Project closure meetings with Project team. Define criteria for Projects that must have Project closure meetings.
• Actively participate in monitoring and reporting on individual performance of Project Managers, Scrum Masters, Product Owners, and IT Operation team.
• Review the performance of team members & ensure that performance reviews are carried for various members
• Come up with a process to identify 10% Top performers of the company to recognize in a special way early enough.
• Create and monitor project/account team recognition plan including Team-Building activities
• Help the HR Managers in the succession planning of team members, in line with the project needs and career opportunities in UPS.
• Work with training function for defining the team development plans, identifying necessary training activities and evaluate employees after attending the session
• Work with division manager in order to allocate necessary resources for team development
• Identify excellent performers who represent a potential in various aspects e.g. marketing , Project management & Technical lead

3. Client Relationship Management:

• Establish various communication channels with the Clients to understand both short & long term requirements
• Ensure long term relationship with clients based on customer satisfaction

4. Customer:

• Has a direct impact on customer retention through on time high quality project delivery.
• Manage the relationship between project cost and deliverables to maximize delivered customer value.
• Add customer value through understanding customer business domain and nature.

5. Business Development Management:

• Develop, approve and monitor applicable parts of agreements & contracts.
• Negotiate major changes to the agreements & ensure that they don’t affect the account profitability by any means.
• Define with division manager long term plans for the account.
• Identify business opportunities within account(s) & co-ordinate efforts