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Manager - Workplace Ops Centre

Secunderabad, Telangana
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  • Banking & Finance
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Job Details

Promoting a culture of always on, un-interrupted services that are critical to our clients.Promoting to those around you that understand the impact of service outages to our business clients.Ensure Team Leads are managing day to day operational activities with best practice of principles using Manage For Daily Improvement. Teams should be managing and limiting all requests and incidents reaching a Red status. This is in accordance with our agreed service standards.Report on our Operational capacity and daily activities and plan accordingly to meet exemplary service levelsOwn and investigate any complaints accordingly; ensuring theyre satisfactorily resolved and long-term corrective action/prevention has taken place.Ensure operational standards are adhered to by Team Leads and direct reports. This includes actively looking to continuously improve working practices to ensure the teams work as efficiently as possible using LEAN approach.Ensure that the ongoing operational needs of the team are matched by appropriate staff development. This entails undertaking all associated people management activities including but not limited to staff training, conducting performance management reviews, recruitment interviewing, regular direct report reviews, regular team meetings.Own the team strategy and in particular manage the strategy in line with the client requirement and the wider IT strategy.Adopt, promote and own principles for managing escalation. Major incident handling is key for resolution and tracking follow up actions resulting from service outage. Act as a point of escalation for all Teams under management, act responsibility and with total ownership for all items that have been escalated. Coach Team Leads on long-term corrective action/prevention.Be a leader in understanding training and development requirements for Teams under management. Adopt and apply a method that helps identify skills shortages (skills matrix).Ensure Team Leads are ensuring team procedures and Disaster Recovery processes are accurately documented.Successfully deputize in for Workplace Manager as required. Manage track and demonstrate Team Lead workloads outside daily BAU activities.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-11


Admin/Facilities Mgmt | Performance Mgmt | Recruitment | Training & Development
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