Senior Operations Manager Aguadilla, Puerto Rico In the role of Operations Manager, you will be responsible for coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations, governance adherence and interacts with the client with the objective to deliver target delivery model ,ensure delivery predictability and enhance client satisfaction for the processes within purview within the guidelines, policies and norms of Infosys In this role, your responsibilities from a process and supervisory point of view include but are not limited to
Be the process owner for meeting the SLA, ASAT, CSAT, quality metrics, drive Kaizen, and cost-saving projects.
Create and maintain succession plan for all customer accounts and supervisors
Implements corrective actions based on review, monitors and controls billing losses, and reduces buffers in order to meet financial objectives.
Determines the KM methodology and ensures implementation in order to build an effective knowledge repository for the process.
Handles level 2 and 3 escalations with process owners within the client organizations and anticipates and plans for future challenges or issues with the process owners in order to ensure strong customer relationships.
Identifies opportunities in order to have a positive impact on client business metrics.
Manage the internal and external audits (e.g., CCAT, ISO, PCI DSS).
Leverage your strong interpersonal skills to build and maintain long-lasting relationships with key stakeholders and the needs of the audience.
Identify and address the root cause of data and reporting quality issues to drive improvements in the identification and delivery of transformation.
Identify and champion process improvement opportunities and automation opportunities, drive for execution and closure with internal and external stakeholders
Back up and Stand in for Regional Leader role managing 120+ FTEs across 3 global locations
Manage Tir escalation processes, ensure teams are compliant to operational MOS and Quality guidelines
Complete CAR actions with ops team, liaise with Quality and functional teams for closure within timelines, preferred to have good overview of Lean and Six Sigma principles and projects in previous role
Lead weekly and monthly operations reviews, create related RAIL actions for tracking and present issues and status, work across functional teams to drive execution and escalation
People management - Attrition management, 1-1 compliance, EWI compliance - drive employee engagement within the process and partner with Site leadership and Steering committee
Qualifications Basic
Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
At least 9 years of experience in related to the job description
Preferred
12+ years of hands on experience in Supply chain management, Inventory management, Order management, and order fulfillment.
Strong people management skills and experience in managing one or more TLs, span of teams with 40-60 FTEs
Managing Internal and External Audits
Who We Are Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
Infosys BPM is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
