The India Country Manager will be responsible for establishing and managing the company’s Indian operations for a managed services team, aligning the structure and objectives with the global organization headquartered in Spain. This role focuses on building a high-performance team, overseeing production, driving process improvement, and ensuring operational excellence to meet SLAs and impact on customer base retention.
Key Responsibilities:
1. Team Leadership and Management
- Team Setup: Recruit, onboard, and build a skilled team capable of delivering high-quality services / tasks in alignment with company objectives.
- Culture Building: Foster a culture of accountability, teamwork, and continuous improvement within the Indian operations team. Ensure Red Points company values are integrated.
- Enhanced Communication: Maintain open communication channels across countries, teams and departments to ensure collaboration and alignment.
- Operational structure: Replicate the Operational structure and practices within the Indian operations to ensure seamless integration with the company.
2. Production Oversight and Control
- Daily Operations Supervision: Oversee Day-to-Day Operations with execution leaders to supervise the daily activities of the each unit, focusing on Performance and Quality
- KPI and SLAs Monitoring: Track and analyze key performance indicators (KPIs) to ensure operational efficiency and adherence to SLAs.
- Risk Mitigation: Develop proactive strategies and implement capacity planning to address operational risks effectively.
- Capacity Planning: Create and manage dynamic capacity models to ensure sufficient resources for current and future operations. Collaborate with stakeholders to adjust plans based on shifts in volume, workforce, or client demands.
3. Process Improvement and Innovation
- Process Optimization: Lead initiatives to streamline processes and enhance operational efficiency.
- Empower Innovation: Work closely with Barcelona based managers and leads to encourage and implement process enhancements that boost effectiveness ensuring both organizations are aligned in processes and decision-making processes.
- Service Excellence: Ensure consistent delivery of services that meet or exceed SLAs, maintaining high client satisfaction.
