About the Role
Internally known as Operations Manager 1, this role will supervise day to day operations for an operational unit and / or staff.
Under management guidance, supervises nonexempt staff to ensure effective delivery of services. Provides training, performance evaluation and coaching.
Implements processes to maximize efficiency of operations.
Primary (80% of the time)
Directly manage / supervise / mentor teams
Foster team work. Maintain & improve team morale and motivation
Support in process expansion, staffing and new hire training
Take a lead role in developing and implementing best practices
Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures
Develop metrics to measure growth and performance of the department
To analyze and interpret complex data and create Business Mis
Ability to communicate well with US counterparts in virtual environment and build relationship with business partners (internal & external stakeholders)
Conduct business / performance reviews
Assistance on any transitions
Develop team members for next roles in the hierarchy
Flexibility to work in shifts, business travel (if required)
Open for lateral opportunities as per the business requirements
Delegate tasks, continuously learn from the environment and support peers / TMs
Ability to manage multiple tasks under pressure
Secondary (20% of the time)
Is able to see visible / not-so-visible patterns and connections in data / scenarios for the processes related to one’s environment
Utilizes simple improvement tools, draws on past experience and looks at system level changes
Seeks intense learning experiences through formal means
Ability to connect with LOB partners on conference calls / understand updates etc.
Ability to initiate production / quality projects (six sigma / kaizen) for improving performance of the section
Training, auditing, MIS reporting, generate process improvement / IDEA / Best Practice for self and team
Market Skills and Certifications
Bachelor’s degree graduate
6 to 8yrs of BPO / KPO experience with min 2 year people management experience
Process based certification will be applicable post the process training
Strong knowledge of Windows and Excel Using Pivot table, V lookup, tracing formulas, running macros
Detail oriented and able to multi-task to accomplish tasks effectively
Analyze complex data and make decision for final reconciliation
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.