Operations Manager

Job description

Role & responsibilities

• Responsible for driving the day-to-day operations to deliver high-quality services.
• Manage operations team (paralegal team)
• Coordinate and collaborate closely with the legal team (lawyers)
• Give inputs to the technology team to improve the software further
• Adhere to client requirements to ensure KPIs are met:
• Ensure the operations teams are aligned on the KPIs committed to the customer.
• Understand the current KRA and KPIs set for the paralegal team. Improve the same.
• Understand the current product, the mode of delivery, and the process used.
• Improve the process to maximize the efficiency/productivity of the operations team.
• Understand the current organizational structure of the operations team & the quality of talent/skills available. Improve on the same.
• Understand the training needs of the team.
• Real-time queue monitoring for chats/emails and managing it to meet the Targets. Also, monitoring the queue for any spike in the volume or any critical issues on the production floor so as to communicate to the client's internal management.
• Actively participate in the Weekly Operations Call with Manager & Operations Head to discuss the achieved target for the week/month and the root cause of the failures as well as the action plan to minimize them.
• Act as a people manager to drive culture, and emphasize engagement and retention initiatives on the floor. Ensure the team is well motivated.
• Plan and implement a training calendar for continuous improvement and up-skilling.
• Create a robust performance management system to reward the top performers and also to identify those who need support.
• Play a key role in hiring to ensure the quality of talent continues to improve
• Taking care of performance management by identifying improvement opportunities, providing effective feedback, coaching, training, and stimulating the career advancement of the team members within the project or lateral movement.
• Motivate the team members and distribute the task equally among the team members.
• Monitor and Audit emails & chat responses of each individual of the team and coach them to enhance their knowledge and skills.
• Ensure the attrition rate is within the acceptable limits and work towards zero attrition.

Preferred candidate profile

• Excellent written and verbal communication skills in English and regional Language
• 8+ years of experience in a similar role managing a diverse team
• Very strong people person with excellent interpersonal skills
• Tech-savvy