Supervisor - Digital Operations
- Iron Mountain
- 5 - 10 years
- Chennai
- 9 months ago
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Job Description
Industry Preference: Banking, Insurance, BPO, Back Office
Education: Bachelors Degree (MBA preferred)
- Team Leadership & Performance Management:
- Oversee a team of 80-100 associates, with direct reporting from 5-6 Team Leaders.
- Conduct daily/weekly reviews with Team Leaders and monitor process-level performance.
- Drive motivation and ensure high engagement levels among staff.
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- Operational Management:
- Develop, implement, and review operational policies and procedures.
- Ensure adequate backups and planned leaves to maintain seamless business continuity.
- Manage workforce planning, scheduling, attrition, and absence management.
- Conduct associate-level interviews to ensure required staffing per business needs.
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- Training & Development:
- Facilitate ongoing training, cross-training projects, and process upgrades.
- Deputize staff for product-related training and career development.
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- Process Optimization & Quality Assurance:
- Identify process improvement opportunities, create SOPs, and manage process maps.
- Conduct system audits, monitor quality assurance, and implement problem resolution strategies.
- Work closely with IT to troubleshoot and resolve technical issues.
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- Client & Financial Management:
- Build and maintain strong client relationships.
- Ensure timely completion of client/vendor billing and financial tasks.
- Contribute to Annual Operating Plans (AOP), GP optimization, and project costing.
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- Reporting & Data Management:
- Utilize MS Excel, PowerPoint, Google Sheets, Google Docs, and Google Data Studio for MIS reporting.
- Track key performance indicators (KPIs) and generate analytical reports.
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- Strong people management skills with experience handling large teams.
- Excellent communication & presentation skills for client and internal interactions.
- Expertise in process improvement, workforce planning, and team motivation.
- Proficiency in MS Excel, PowerPoint, and Google Suite (Sheets, Docs, Data Studio).
- Ability to work extended hours, six-day workweeks, and weekends as per business needs.
- Willingness to travel to different sites/locations as required.
- Technical proficiency to collaborate with IT for process/system enhancements.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: Iron MountainLocation(s): Chennai
Keyskills: BPO Manager Quality Assurance Data management Staffing Process improvement Billing Back office Scheduling Logistics Process management
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