Operations Manager Job In Diebold Nixdorf In Hyderabad / Secunderabad, India

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Job Details
Job DescriptionJob Description Expect more Connect more Be more at Diebold Nixdorf Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world Join us in connecting people to commerce in this vital, rewarding role.

Mission of the Role Functional and disciplinary Responsible for managing dedicated teams within the Service Desk organization Accountable to deliver the agreed KPIs Manage service delivery costs within assigned team Development of assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction Support of definition of principles and guidelines within area of responsibility.

Responsible for building the teams, taking part in hiring process if needed Conducting performance evaluations of assigned employees Create monthly cost estimations of assigned teams and employees Prepare workload forecasts for next six months, check the forecast accuracy, and plan the staffing according to the estimations Set up the weekly performance review calls with Customers where is no Service Delivery Manager assigned.

Key Accountabilities Strategy and Planning
  • Implements methodologies to improve first contact resolution, manage customer perceptions, and build strong internal relationships
  • Ensures robust disaster recovery arrangements are in place for team (and can be adequately demonstrated)
Customer Relationship (external as well as internal)
  • Supports Sales Team and Customer Services Manager in communication to customers regarding Service Desk operations (eg major escalation, large RFP explanations) and participates in regular customer meetings on service performance upon request.

  • If required, leads the design and implementation of client specific service improvement programs
  • Responsibility for providing a working escalation management and client support and ensuring best in class customer satisfaction
  • Reviews the performance of current delivery partners within service desk environment in cooperation with the supplier manager
  • Leads customer (current and prospective) visits through Service Desk area and demonstrates capabilities
Operational Deliverables and Contribution
  • Overall responsibility to achieve contractual Service Levels on tickets and adhere to defined procedures.

  • Escalate when correction steps on faulty master data initiated by Team Manager did not bring expected results
  • Briefs team on any relevant changes eg processes, tools, customer set-up, strategy, vision and mission of the Service Desk
  • Drive and coordinate solutions and management support from all involved delivery units.

    If not successful, escalate to Head of Global Delivery Center
  • Acts as an 'escalation manager' for service delivery performance issues Drive employee engagement within the teams
Processes and Improvements
  • Observe process problems at all times.

    Responsible for optimization of processes (Change Management)
  • Create solutions to enhance productivity and create efficiencies
  • If required, leads the design and implementation of client specific service improvement programs
  • Proactively inform Head of Global Delivery Center about potential problems and offer improvement suggestion
  • Review usage of corporate knowledge base for all assigned employees.

  • Encourage employees to increase the usage and share input to the Knowledge Base
Knowledge Management
  • Making sure a training governance plan and progress results are presented to ensure the quality on the service desks are optimal at all times
  • The centralization of all knowledge tools and scripts are maintained and informed to ensure teams can navigate easier to improve our customer's perception
  • Conduct research and make recommendations on where we can maximize system usage
  • Taking customer specifications and configuring systems to meet customer expectations
Leadership and People Management
  • Provide leadership to Team Managers and all other assigned employees.

  • Communicate corporate and local targets and frameworks providing clear directions for all employees
  • Ensure there is a robust Employee Engagement strategy in place that is sponsored by all key stakeholders and effectively communicated
  • Motivate all assigned employees to deliver always give their best to achieve operational service excellence
  • Provide portfolio and specific link/collaboration between Organization Development, Employee
      • Engagement and the other teams within the organization
  • Sets and agrees objectives to ensure achievement of results and focus and motivation of staff
  • Develop "new talents" within the company for the future
  • Encourage employees to take over accountability and responsibility.

Key Competencies A competency is a measurable pattern of knowledge, , abilities, behaviors and other characteristics that an individual needs in order to perform work roles or occupational functions successfully A defined competency helps to narrow down opportunities for improvement that can lead to greater accomplishments (eg result orientation, leadership) Please note down the key competencies.

  • Proven and Extended strength in communication and motivating teams, high process and customer orientation
  • High sense of responsibility, social competency and reliability
  • Ability to act single handed, high flexibility, distinctive service oriented and showing high initiative behavior
  • Deep knowledge of administration and service processes
  • Encourages Leadership, Teamwork and Communication.

  • Has Commercial Understanding and Analysis
Job Profile - Specific to level The job profile describes the scope and requirements of the defined role depending on different experience levels (entry, professional and expert level) Depending on the role further differentiations are possible The job profile will be the base for career models, competency models and learning curricula Scope of the job per level Supports the Global Support Desks and manages service improvements Requirements Education IT related degree or degree in business administration with technical background In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.

Work Experience
  • Work experience for min 5 years in a senior helpdesk manager role
  • Proven track record on successful employee responsibility and leadership
Skills / Acquired Knowledge
  • Strong company knowledge and product understanding from call rates to specific processes
  • Understanding of the day to day Operations and experience in delivering improvement initiatives and providing Key KPI's.

  • Bringing and bridging teams to work as one for the overall benefit of the business With Excellent proactive communication
  • Fluent local language written and spoken in professional manner to support the reginal role
  • Strong Knowledge of IT industry and its related technology
  • Excellent English language skills are additionally implied (in speaking and writing).

  • Very good skills in using MS Office products
  • ITIL Foundation Certificate Required/Added Advantage
Requisition Employer Description
Candidate Profile
Job DescriptionJob DescriptionExpect More. Connect More. Be More At Diebold Nixdorf. Our Teams Automate, Digitize, And Transform The Way More Than 75 Million People Around The Globe Bank And Shop In This Hyper-connected, Consumer-centric World. Jo

Diebold Nixdorf is looking for Any Graduate / Post Graduate profile candidates.

Short Job Information

Job Title : Operations Manager
Company Name : Diebold Nixdorf
Job Location : Hyderabad / Secunderabad, India
Education : Any Graduate / Post Graduate
Category : Computers / IT
Experience : 5 ( years )
Post Date : 19 August, 2021
Last Date : 25 January, 2022
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