Infosys BPM Hiring for Operations Manager – HRO – Recruitment at Mysore, Karnataka, India Full Time

Position: Operations Manager – HRO – End to end Recruitment

Experience: 9+ years

Location: Mysore

Education: Any Full Time Graduate

Shifts: General Shift

Work from office*

Required Skills/ Experience:

Areas of Responsibility:

Operations: Resource Planning (People, Infrastructure etc.) – Plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his specific process(es) IN ORDER TO ensure budget & pricing assumptions compliance

Operations: Manpower Training – Identifies training need for TLs, reviews training plans created by the TLs for their teams and monitors training implementation for the specific process(es) IN ORDER TO ensure competency development across domain, operations and behavioral

Quality Planning (QC/QA) – Reviews the service quality plan including the quality control, assurance and improvement IN ORDER TO create a comprehensive quality program for the specific process(es)

Performance Planning – Signs off the scorecard for direct reportees, Creates KRAs for team IN ORDER TO align the team with the specific process objectives

Talent Management (People Mgmt)- Implements career development & succession plan for the direct reports, Implements career development methodology for team in specific process(es) IN ORDER TO ensure sustainable employee engagement & motivation within the team

SLA Compliance – Conducts periodic reviews with his team, Monitors daily dashboards, Provides guidance and support to the team IN ORDER TO ensure delivery predictability

Process Compliance – Reviews the staffing plan and work allocation plan IN ORDER TO achieve production targets

Transition Coordination: Resource planning (incl. Infra) – Develops plans, identifies people, coordinates infra and technology requirements with the transition team for the specific process(es) IN ORDER TO deliver on target delivery model

Transition Coordination: Process definition & documentation – Provide resources to the transition team to finalize the process definition & documentation, signs off for the specific process(es) within his/her purview IN ORDER TO finalize the To-Be process

Transition Coordination: SOW / Metric Determination – Provides inputs from an operations perspective to the SOW IN ORDER TO complete the contractual process

Transition Coordination : Process Training & Certification – Provides inputs on the training/ certification methodology to the transition team IN ORDER TO ensure right skilling on engagement

Work Allocation – Reviews the staffing plan and work allocation plan IN ORDER TO achieve production targets

Customer Interaction – Handles level 2/3 escalations with process owners , forms informal networks within the client organizations and anticipates and plans for future challenges/issues wth the process owners IN ORDER TO ensure strong customer relationships

Governance compliance – Conducts internal and external governance, Monitors adherence by team within the specific process(es) IN ORDER TO sustain delivery predictability

Knowledge Management – Determines the KM methodology and Ensures implementation IN ORDER TO build effective knowledge repository for the process(es).

Competencies:

Client Centricity & Business Metric Management – Demonstrates strong proficiency in complaint management frameworks including service recovery techniques to ensure non- recurrence of chronic/ similar complaints. Demonstrates in-depth knowledge of the client industry and business indicators to define processes that bring business value to the client.

Knowledge of Operations Management – Demonstrates strong knowledge of end-to-end staffing management practices to manage projects or programs independently. Demonstrates strong knowledge of planning and forecasting tools and processes to ensure adherence to the project timelines. Demonstrates working understanding of IT infrastructure management to be able to plan the infrastructure requirements for a process/ program/project.

SLAs & Performance Management – Demonstrates strong knowledge of reporting practices, client SLA agreements required to articulate client/ internal SLA requirements and present detailed analysis/ inferences. Demonstrates strong knowledge of end-to-end performance measurement and tracking techniques to meet process deliverables and recommend improvements/ corrective actions. Exhibits strong understanding risk management models including operational risk/ liabilities ( Financial / SLA ) to recommend preventive / corrective plans to drive implementation in own area.