Senior Manager Operations @ Crimson Interactive

The role requires you to manage and develop complex processes, conduct analysis to identify pain areas in service delivery excellence and develop systemic solutions. Since our business is spread across the world, understanding the needs and behavior of global clients, and designing a proactive approach to service delivery excellence is going to be crucial for the role. The Senior Operations Manager also provides mentoring and coaching to members within the team as well as ensures the development and growth of the team and the business. Overall, the Senior Operations Manager is responsible for the service delivery of each and every project that is confirmed and received by the Project Management Team. You manage the team project managers and hold complete accountability for the success of the operational & financial objectives of your unit.

Key Responsibilities:

• Operations Management (through inter- and intra-team co-ordination and communication)
• Responsible for managing a team of project managers working 24x6 with complete ownership of delivery and team productivity
• Ensure all projects are delivered on time, within budget, and in adherence to service level benchmarks
• Working in collaboration with a dynamic Client Servicing team, Quality team, and other relevant stakeholders to understand and efficiently handle client specifications, projects, and consultations end-to-end management to ensure client delight
• Working in collaboration with the Freelance Acquisition team to hire high-quality freelancers for different services and projects
• Responsible for timely responses to inquiries from clients as well as internal stakeholders
• Working on continuous improvement activities and projects for internal and external clients
• Working on data, analyses, and reports as and when required
• Conduct adequate knowledge/training sessions within the team to ensure that the team is updated with all the required process and industry knowledge
• Make sure all team KPIs are met and exceeded
• Responsible for keeping project budgets/costs under control for the overall department
• Make sure that the pool of freelance linguists are managed and utilized well
• Create out-of-the-box strategies for process improvements and customer satisfaction
• Responsible for the overall quality & conformance to service specifications of all projects delivered to clients
• People Management
• Mentoring, developing, coaching and keeping the in-house team motivated
• Manage attrition/hiring within the team
• Making sure of creating/developing a new line of Project Managers in the team to take higher responsibilities

Skills Required:

• 8+ years of experience in operations management with more than 3+ years in managing a large/mid-size team
• Post-graduation in Management (MBA or PGDM) specialization in Operations would be preferable
• Prior experience in managing service delivery operations for global clients
• Experience in process development, improvement, and management
• Strong cost/budget management skills
• Strong logical and analytical skills
• Strategic level thinking ability to be able to establish new processes and systems of a new business model if required
• Problem-solving and risk management skills
• Excellent verbal and written communication skills
• Good working knowledge of Microsoft Office, especially working on spreadsheets
• Prior experience in vendor management is a plus

This said age, total work experience, relevant academic qualification mean little to us in the face of motivation, self-confidence, innovation, passion, and creativity. Be part of a progressive company that holds talent over tenure, hard work over experience, and creative innovation over tried-and-tested strategies! To learn more about our company, you may visit our website www.crimsoni.com To know more about our brand, you may visit www.ulatus.com

Contact person: Malini

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