Operations Manager – GW IRC252992

Description

Operations Manager for GW

Requirements

10+ years of experience, majorly in leading support operations
Strong understanding of customer support metrics, customer retention & customer experience strategies Proven record of success in operations management, operational enhancements and change Project Management Experience
Worked as Manager Operations to plan and execute international technical/customer support projects, ensure that teams have appropriate direction and resources to deliver services effectively by establishing realistic estimates for timelines and while ensuring that projects remain on target to meet deadlines Accountable for Governance,
Service delivery, Client management, Program Management, Innovation, Financials & SLA management for the account assigned
Demonstrable experience working with stakeholders/clients for understanding the requirements and align the overall vision and strategy to achieve the required results Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
Expertise in account and resource management handling large scale engagements
Interpersonal skills: Self-motivated, agile, team player, action and results oriented Well organized, excellent communication and reporting skills Ability to successfully work under tight project deadlines
Demonstrate emotional intelligence, adaptability & growth mindset Preferences Customer Support, Program Management,Customer Relationship Management, Process Management, Negotiation,Market analysis, Identification of business needs,

Job responsibilities

Lead Customer Services Teams and be accountable for delivery strategy, client & internal SLAs

As a Manager, you will work with support leadership to design strategies and processes to provide an efficient and high-quality support experience to our customers. You will work closely with Support leadership and cross-functional teams to launch new capabilities, refine our existing operating procedures and drive high impact initiatives
Develop and grow a team of Leads, SMEs, Support Engineers to deliver world class customer service Direct,

Define team and individual goals in alignment with Global Support objectives Drive end-end Governance internally and in expectation with client Set reasonable goals for customer/technical support projects and manage the same with team on a consistent basis Interact with client stakeholders on daily, weekly, monthly, quarterly basis and as appropriate , respond to their questions and guide them to the appropriate service Create and implement an effective customer loyalty program Handle large scale operations located at multiple locations Closely work with multiple stakeholders to formulate operational and strategic roadmap for the multiple projects Proactively address the operational issues impacting the business and find long term solutions Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning. Achieve operational excellence and drive process improvements working closely with the operations teams. Implementing new technologies Providing guidance for problems and questions

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.