Senior Operations Manager - New Projects

• Job would require you to carry exceptional Communication, Liaising, Innovation, Customer Orientation and Team Management skills.
• You would need to lead a multi skilled high performance team where you will manage Content Research and Sourcing & Support Queues.
• You will also need to manage and encourage innovation, and build a DNA of continuous process improvement and upskilling.
• You should be a strong people manager who can align the team to business metrics and move key business levers.
• An ideal candidate should be able to brilliantly multitask and handle multiple channels inflow and maintain the process SLAs. One should have a strong base of competitive business process metrics.
• This role will require to extensively liaison with Design and Tech teams.
• You should have strong analytical bent where you can derive complex analysis and inferences and build efficient and effective strategies.
• Should have a strong customer orientation where you are able to derive customer behavior and align your strategies to customer benefits.

Key Responsibilities :

• Review and manager intraday process peaks and troughs through efficient resources allocation and manage / conduct daily workflow checks and prioritization as per the TATs.
• Extensive Content Research and Sourcing to keep a track of updated knowledge base.
• Efficiently manage shrinkage and attrition through effective forecasting and people leadership.
• Ensure regular training basis process upgrades and change in market dynamics.
• Driving and implementing new productivity matrices to enhance efficiency of the existing processes.
• 6Extensive coordination and information sharing with Design , Tech and internal product teams.7. Understanding of Predictive & Descriptive Analytics, Business Forecasting, Google Analytics, Multivariate Regression, Consumer Analytics will be an added advantage.