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Senior Operations Manager

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Infosys

Nov 13, 2024

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development

Requirements

  • * Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
  • * Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
  • * Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
  • * Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
  • * Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
  • * Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
  • * Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
  • * Identify potential opportunities for process & policy enhancement to improve efficiency and experience.
  • * Support for Complex scenario discussions requested from Seller, Service Delivery Lead, Team Lead, and Agent if deemed required

Responsibilities

  • Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
  • Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
  • Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
  • Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
  • Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
  • Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
  • Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
  • Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
  • Identify potential opportunities for process & policy enhancement to improve efficiency and experience.
  • Support for Complex scenario discussions requested from Seller, Service Delivery Lead, Team Lead, and Agent if deemed required

FAQs

What are the primary responsibilities of a Senior Operations Manager?

The primary responsibilities include collaborating with agents, managing L1 escalations, supporting cross-regional teams, handling exceptions in deal processing, prioritizing deal requests, and identifying opportunities for process improvement.

How involved will I be with escalations?

You will be hands-on with L1 escalations, resolving challenges before they escalate to official management levels, and providing escalation support for cases that require it.

What is the role of deal prioritization in this position?

You will review prioritization requests from the Management Support (MS) team and collaborate with operations to ensure that cases are prioritized and provide regular updates to requestors.

Will I have to interact with other departments?

Yes, you will work closely with Service Delivery Leads, Sales Leads, and other support teams for meetings, feedback, and to resolve critical issues.

How do I identify potential process enhancements?

You will identify opportunities for process and policy enhancements through your hands-on involvement in operations and collaboration with agents and teams.

What type of support will I provide to agents?

You will support agents by being involved in relevant discussions, meetings, and providing guidance on complex scenarios as needed.

Is there a specific focus on urgent cases?

Yes, you will provide accessibility and agility to cross-support regional POD teams on prioritized and urgent cases.

Are there opportunities for professional development in this role?

While the job description does not specify, roles in operations management typically provide opportunities for professional growth through collaborating with various teams and handling complex scenarios.

Will I be working with external stakeholders?

The job description primarily mentions internal collaboration; however, you may interact with external stakeholders in the context of managing deals and resolving issues.

How will I contribute to improving team efficiency?

You will contribute by identifying process and policy enhancements that improve efficiency and overall team experience based on the challenges and feedback gathered from various teams.

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Infosys

Transforming Enterprises To Become A Thriving Live Enterprise. AI-Powered. Digital Agility At Scale. Always-On Learning.

Consulting
Industry
10,001+
Employees
1918
Founded Year

Mission & Purpose

Infosys is a multinational corporation that provides information technology (IT) consulting and services. The company's primary focus is on digital transformation, business process management, and consulting for clients across various industries. Infosys aims to help organisations navigate the rapidly evolving landscape of technology by providing innovative solutions, software development, and IT services. Their ultimate mission is to empower businesses to thrive in the digital age through cutting-edge technology solutions. Infosys plays a crucial role in enabling its clients to achieve operational efficiency, enhance customer experiences, and stay competitive in the global market.

Culture & Values

  • Client Value

    To surpass client expectations consistently with our hunger and boldness

  • Leadership by Example

    To act on our conviction that ordinary people can be inspired and mentored to do extraordinary things

  • Integrity and Transparency

    To be ethical, sincere and open in all our transactions

  • Fairness

    To be objective, empathetic and caring in our transactions

  • Excellence

    To strive relentlessly, constantly learn, improve ourselves, our teams, and services to become the best