Operations Program Manager

PURPOSE OF THE POSITION

We are seeking a highly motivated  Operations Program Manager  to lead and manage operational initiatives within our  Credit Card and Personal Loan vertical . This role will be responsible for overseeing the successful execution of programs and projects, driving process improvements, managing day-to-day operations, and ensuring optimal performance in alignment with our business objectives. The position will be based in  India  but will primarily support the Australian market.

KEY ACCOUNTABILITIES

1. Set direction and planning

• Managing day to day operations of multiple teams in Service Management, to achieve the objectives and business benefits for your product stream
• Responsible for overall KPI,s for all Retail accounts within the Product stream including Sales, cancellation and Operating cost to budget
• Effectively manage relationships and communications with key stakeholders, including customers and delivery teams
• Structure delivery teams for success incorporating required skills from within the Group and sourcing resources from delivery partner organisations
• Communicate and report project activities, timelines, impacts and implications to project team members, stakeholders, and staff
• Track and manage project activities and deliverables related to product portfolio to achieve agreed outcomes and identify and develop mitigation strategies to manage project interdependencies
• Manage relationships with vendors and third-party suppliers
• Application and demonstration of knowledge and understanding of the projects impact (on people, process, and technology) within the Group
• Where appropriate, manage and coach team-members in the delivery of their assigned project tasks. Participate in the overall development our skills
• Collaborate and participate in organisational & process change requirements within the business.
• Manage and resolve any potential conflict whilst facilitating all aspects of stakeholder relationships
• Assist in providing management and operational guidance and support to the Groups call centre operations to achieve business improvements
• Undertake any other tasks assigned by your manager that you have the capability to perform safely in line with relevant internal Group policies and external regulatory requirements.

2.  Set policies and processes

3.  Monitor and manage operational performance

4 . Build a capable and engaged team

5. Manage risk and compliance and ensure HSEQ

6. Culture & Engagement

7. Other Duties

QUALIFICATIONS, EXPERIENCE & CAPABILITIES :

Qualification

Experience

Role :   Operations - Other

Industry Type :   Software Product

Department :   Customer Success ,  Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Operations

Education

UG :   Any Graduate, B.A in Any Specialization, B.B.A / B.M.S in Any Specialization

PG :   MBA / PGDM in International Business, Marketing, Operations

Skills Required

Team Management, Project Management, Stakeholder Management, Program Management, Resource Management