Operations Manager - AUXICOGENT INTERNATIONAL LANKA

Auxicogent International Lanka (Private) Limited is a global outsourcer of specialized front office and back office services that combines the expertise of the John Keells Group in supporting businesses in Sri Lanka with the Indian BPO delivery expertise of Raman Roy and Quatrro.

We invite applications from suitably qualified individuals for the post of Operations Manager. The selected candidate will report to Location Head of Auxicogent –Sri Lanka.

He/She will be responsible for:

· Play the role of CRM and focus on maximizing customer experience while optimizing costs.

· Contribute to the development of short and long term strategic business goals including customer value enhancement/ process re-engineering etc

· Ensure systems development integration with strategy

· Provide functional support and direction to the associates and team leaders on customer support needs, process improvements and daily performance.

· Report performance on daily, weekly and monthly basis to management and increase productivity/efficiency through process improvements.

· Assist with training and identify training needs within the group.

· Liaison with other stakeholders/support functions for operations activities.

· Create appropriate retention strategies for team members

· Ensure optimum Shift scheduling

· Assume the responsibilities of the Sr. Manager/ AVP in his absence

· Lead a team, deliver on the performance parameters and succession planning.

· Supervisory responsibilities in line with AuxiCogent policies and applicable laws; including interviewing, hiring, training employees; planning, assigning and directing work; appraising performance through regular daily/weekly quality reviews; rewarding and disciplining employees; addressing complaints and problems etc.

The ideal candidate should posses (Skills):
* Strong interpersonal and influence management skills with a win-win negotiation approach
* Ability to work and communicate with people across organizational units
* Strong problem solving skills with a methodical approach to planning and implementation
* Strong analytical skills with an ability to mitigate issues
* Ability to lead people on large, multi-functional efforts
* Knowledge of PC and MS-Office tools
* Expert knowledge of service procedures and operations management
* Ability to manage key customer(s) and related deliverables.
* People management skills.

The ideal candidate should posses (Qualifications)

Preferably a graduate/post graduate with at least 5 years experience of which minimum 3 years in a managing role. Preferably

If you are interested in the above position and possesses the required skills and experience,forward the completed form to subanjali.lavindran@auxicogent.com with a copy to your immediate supervisor on or before 17th February 2009.