Description / Requirements

Role: Operations Manager

Location: HCM City, Vietnam (QTSC 1, Quang Trung Software City, District 12)

Reporting to: DPE

Responsibilities:

• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level

of employee and customer satisfaction

• Establishing and managing relationship with stakeholders

• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client

on a day to day basis; reporting responsibilities

• Responsible for following agreed governance model, escalation & communication plan

• To ensure team members achieve agreed standards in relation to their job assignments.

• To ensure training of new staff on the corporate policy rules to be adhered to

• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in

times of annual leave/sick leave/study leave and daily working hour schedules

• To monitor and document work schedule of staff and absences.

• Build strong partnership with the client by growing and nurturing the existing relationships to

ensure operational cohesion & effective foundation for future growth

• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates.

• Ensure that all audit related issues are brought to a close

• Identify and drive continuous improvements and initiatives in process

• Coach & mentor Team lead so that they are able to manage their teams better

• Hiring of leads and managers, training, inductions, employee & client satisfaction scores,

performance Appraisals and attrition management

• Performance management through top Quartile, Middle and Bottom Quartile segregation and

identifying training and coaching needs.

• To ensure that all internal customer queries are followed up on a timely basis

• Collaborate with internal teams.

• To be the Key contact for all problems and queries with specific business assigned