• Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages.
• Owner of program specific goals around SLA, quality and productivity
• Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
• Work with product and technical teams to build and improve the tools and technology to support the process.
• Define, measure and present operating metrics to senior Management.
• Manages people performance and support career growth.
• Responsible for identifying customer impacting issues, finding and implementing solutions.
• Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc.
• Participate in hiring and grooming leadership talent pipeline.
• Manage marketing related projects & initiatives.
Key job responsibilities
• Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages.
• Owner of program specific goals around SLA, quality and productivity
• Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
• Work with product and technical teams to build and improve the tools and technology to support the process.
• Define, measure and present operating metrics to senior Management.
• Manages people performance and support career growth.
• Responsible for identifying customer impacting issues, finding and implementing solutions.
• Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc.
• Participate in hiring and grooming leadership talent pipeline.
• Manage marketing related projects & initiatives.
A day in the life
- Track record of meeting and exceeding high service delivery standards
- Experience in driving process excellence and productivity improvement.
- Experience owning and building processes with very limited guidance.
- Experience in understanding metrics, enhancing them and taking decisions based on it.
- Experience in independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions.
- Identify continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives.
- Demonstrated experience working with stakeholder (program managers and business teams).
- Graduate with 7+ years of experience in operations /program management, of which a minimum 3+ years in managing people.
- Proficiency in written and verbal English and local language
- Relevant experience in performing data analysis
• 2+ years of knowledge/experience in marketing would be preferred
• Experience in managing process and operational escalations
• Experience in SLA management
• Exposure to process improvement/quality control tools and methods
• Experience in understanding metrics and developing them.
• Background in web search and familiarity with various ways used for searching for information.