Key expectations of the Technical Operations Manager include:
Manage the day-to-day operations
Propose, drive, and implement initiatives within the support organization to maximize the innovative and delivery experience.
Drive continuous technical improvement within operations
Prime both proactive and reactive customer engagements.
Direct supervision of Project day-to-day activities.
Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving
Collaborates closely with senior management to ensure product roadmaps align with market needs and business goals.
Works closely with Sales that will be providing regular forecast.
Translates new product ideas into strategies, identifies resources to achieve goals, develop processes and technologies and products to completion to reach product goals.
Delegate technical responsibilities and monitor progress of projects.
Ensure project resources have the correct toolsets and processes in place.
Ability to juggle different projects/priorities.
Collate qualitative and quantitative information on project performance.
Ensure a process of notification or escalations is in place to report on both underspend and potential overspend with the appropriate approvals sought for either situation
Run regular project reviews and report to his manager.
Ensure risks, issues and dependencies are being recorded, monitored and proactively managed.
Autonomy in his decision, regular reporting to his Manager.
Ability to be flexible by adapting quickly to changing priorities
Ability to manage conflicts
Strong verbal/written communication skills
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross functional meetings to review information received from operational support functions to define action plans that resolve issues and drive continuous improvement
Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
Other duties as assigned.
10+ years progressive leadership experience within the information technology industry
5+yrs experience managing technical teams with significant personnel management experience and examples (developing engineers into managers, managing out poor performers, building teams).
Direct customer support experience, preferably at the executive and C-level.
Data and metrics driven focus, both qualitative and quantitative.
Persuasive communication, both verbal and written.
Strong analytical background, comfortable in ambiguous situations.
Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent work experience
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases