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Saturday, October 24, 2009

Senior Manager/Manager - Operations Coimbatore (Day Shift)

Ugam Solutions Pvt. Limited


Generic title: Head of operations* in a service line/function
(Search marketing, content services, CMS, crawling)
Function: Operations Job code: TBD
Note: * Known as Business

To lead the operations of a service line/team within a service line and meet/exceed business objectives of the same.

Will lead: 5-10 Supervisors (to include: - Team Leaders/Assistant Managers) with a total work force of 50-70 people
Will report to: A service line/functional head
Interactions: Managers of the client organization, end users, vendors, employees of the company across several functions and levels.

• Contribute towards developing the business strategy of the service line/function.
• Cascade elements of the above to reporting teams.
• Participate and contribute in the performance review of the function.
• Develop, review and improve the performance MIS of the service line/team within a service line.
• Periodically review the performance of the service line/team with the service line as per the strategy goals.
• Suggest / take decisions / actions to align performance of the service line/team within a service line.

• Undertake necessary preparation for client reviews or support the Functional head in preparation for client reviews.
• Lead certain client reviews. These reviews may or may not include account managers.
• Be proactive and systematic to avoid client escalations / issues and promptly resolve and/or appropriately channelize any escalations

• Upon request lead or assist in developing proposals / parts of proposals, requisite services / solutions to increase business from existing clients in conjunction with the account manager.
• Upon request lead or assist in developing proposals / parts of proposals, requisite services /solutions to convert prospects to clients in conjunction with the sales team.
• Upon request assist the sales team in pitching to new prospects.
• Assist the Functional head/Sales team/Marketing team in the preparation of marketing material.
• Maintain sustainable and trustworthy relations in the client organization


• Meet / exceed operational targets for the service line/team within a service line.

• Clearly define and communicate operational targets for direct reportees.
• Ensure that direct reportees systematically define and communicate operational targets to subsequent team members, thus affirming all team members have clearly defined targets.

• Build (where applicable and requested), run and review processes and systems to ensure business objectives are met / surpassed.
• Consult teams to ensure development and improvement of processes and systems within service line projects.
• Action and implement various strategic initiatives like quality improvement/measurement, automation etc
• Generate correct and timely invoices on a monthly basis.
• Develop and proactively review and tune the team structure to meet / exceed business objectives
• Manage outsourced work through appropriate vendor management process.

• Ideate and contribute to the development of new service offerings/products for the market.

• Contribute in ensuring current service offerings are continuously upgraded with innovative solutions that are market oriented and enable the function to continuously climb the value chain.

• Contribute/lead in planning and outlining expectations for operation related IT infrastructure. Work in conjunction with IT team for selection, upgrade and review of operational related IT infrastructure.

• Stay abreast of relevant competitor information and share it with the corporate planning team and other teams as applicable.

• Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.
• Participate in selection process to ensure the right talent is selected in a timely manner.
• Develop, groom and coach team members so that they are able to perform better / as per the business objectives and Ugam culture.
• Effectively train team members to enhance skill sets/performance.
• Facilitate transfer of talent to other teams and absorb talent from other teams.

• Clearly define and communicate KRA’s and KPI’s for direct reportees.

• Ensure that direct reportees systematically define and communicate KRA’s and KPI’s to subsequent team members, thus affirming all team members have well defined KRA’s and KPI’s.

• Make sure all team members' performance is reviewed periodically and clear feedback is provided on a continuous basis.

• Ensure timely completion of appraisals.
• Resolve and/or escalate employee grievances in a timely manner.
• Ensure employees are highly motivated and have high morale

• Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives.
• Champion Ugam culture by role modeling behaviors
• Create a work environment that nurtures and supports diversity and has an inclusive work culture.
• Ensure productive work relationships are established with all relevant internal functions.
• Ensure data confidentiality, integrity and protection of company's intellectual property.

1. Meet & exceed operating targets
2. Meet & exceed quality targets
3. Meet & exceed people management targets
4. Meet & exceed finance/cost/productivity targets
5. Meet & exceed client related targets

COMPETENCIES & CAPABILITIES (Kindly refer to the enablers grid for a detailed explanation of skills & capabilities)
Business planning skills Communication Dealing with ambiguities/
chaos and conflicts
Domain knowledge relevant to the service line Decision making Strategic mindset
Client relationship management (Manage company programs related to client relationships) Build and nurture relationships/network

People development(attract, retain, coach, motivate, develop) Quality orientation
Client orientation/centricity
Organization building
Result orientation

• Work in client specific time zones ( PST, EST, CST, GMT) is possible
• Some travel (national/international) may be required
• Should be willing to take short / long term transfers across different geographies and/or roles.

Location - Coimbatore, Tamil Nadu
Mail your updated resume with following details: Current and Expected CTC, Notice Period, Willingness to Relocate

Mail your updated resume to
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