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Manager, CARE Operations

Date:  Aug 25, 2021
Location: 

Ahmedabad, GJ, IN, 380051

Company:  Cimpress India

The Manager will have responsibility for 4 to 6 Team Leads and Production Designers (SMEs) to consistently improve key metrics through increased quality, increased customer satisfaction and consistent conversion. This role is aimed at maintaining performance through effective coaching, mentoring and motivating team leads and frontline employees. The Manager will also seek to enable cross-functional collaboration between Operations and Support Teams. The manager is also responsible for managing processes aligned to them across various team within Operations.

 

 

Title: Manager Operations

Pay Grade: MG2

Location: Ahmedabad

 

Required:

  • Bachelors’ degree; preferably in business management
  • At least 5 years’ experience in a production or service environment with a minimum of 3 years in a leadership position

 

Skills:

  • Adaptability, Accountability, Effective Listening/Empathy
  • Coaching, Motivational Skills & Problem Solving
  • Collaboration, Learning Aptitude
  • Business Acumen  & Leadership Acumen

 

Nice to have:

  • Decision Making, Relevant work experience
  • Time management, Data analysis/interpretation

 

Behaviours:

  • Honesty, Selflessness & Respect
  • High Performance, Courage, Innovation
  • Customer Centricity, Teamwork, Collaboration

 

Key Responsibilities

Leadership/Team Management:

  • Motivate, coach and develop team leads, production designers and front-line employees to reach their full potential through consistent monitoring, assessment and feedback to achieve and maintain high standards of performance
  • Creates & maintains documentation of discussion and actions as required
  • Effectively acts upon individual challenges & successes pertaining to performance and behavioral expectations
  • Set/clarify requirements and expectations for team leads & production designers. Ensure disciplinary discussions and actions for employees occur in transparent, accurate and timely manner. Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.
  • Building effective relationship with support functions and other operational leaders
  • Guides employees along a mutually identified development path
  • Address conflicts and increase participation through interpersonal skills among team members

 

Operational Excellence:

  • Proactively addresses issues which impact the function’s ability to maintain success
  • Consistent and effective review on team progress, challenges & successes, interpret data and take appropriate action to support findings and goals and seeks opportunities for continuous improvement
  • Collaborate with support functions teams to ensure quality standards and best practices are set up/introduced within teams.
  • Proactively co-ordinate with teams to resolve issues raised regarding systems, tools and performance.
  • Co-ordination with Analytics Team to review vital trends which help improve/create processes

 

General/Others:

  • Collaborate with Training & Design team to provide relevant information on process changes and training delivery.
  • Work with WFM team to create and implement schedules.
  • Demonstrates a positive attitude, leads and facilitates change and models professionalism.
  • Develops a customer satisfaction-oriented approach within the team
  • Communicate the value proposition of Vistaprint products and services to internal & external clients
  • Supports and assists with hiring and interviewing process as requested.


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