Senior Manager, Business Operations

Job Opportunity for Senior Manager , Business Operations.Exp - 8-15yrsLocation - Gurgaon / Bangalore / Hyderabad / RemoteAs the Senior Manager, Business Operations, you will be responsible to run the Business & Transformational strategies, growth efforts, and efficiency initiatives. This will include new business strategies, process refinement and development initiatives, and general business management efforts responsible for identifying and managing strategic programs, creating and maintaining operational reports, and optimizing productivity and utilization. You come with a proven experience of leading MIS/BI/Automation/staffing for a large Technical Support Operations team (1500+FTEs) including voice, chat and ticket support teams. You will be expected to conduct data analysis to identify trends and issues with operational and business metrics, and make recommendations for improvements that will increase efficiency, effectiveness, and productivity across the organization. Your role will be critical in driving the success and growth of the company. Key Responsibilities:•        Develop and implement strategic programs that align with the company's objectives and goals, in partnership with Senior Leadership and Key Stakeholders·       Lead a team or teams of diverse professionals (Program Managers and Operations Analysts) and partners with a broader Engineering Leadership Team, focused on process improvement, data analysis, business operations, program/project management, workforce optimization, and reporting.•        Create and maintain operational reports, dashboards, and analytics to monitor business performance, including business KPI reports, metrics insights, and analysis of staffing, scheduling, and workforce management.•        Data Collection/ Business Intelligence : Analyze data to identify trends and opportunities for improvement in productivity, utilization, staffing, and scheduling.•        Optimize productivity and utilization of resources across the organization, including workforce scheduling and staffing.•        Workforce Optimization: forecasting staff requirements within tight margins, report on adherence and shrinkage. Cost optimization through staffing is managed without sacrificing the customer experience. Partner with finance to manage zero based budgeting by building modelling that demonstrates potential future changes to staffing.•        Collaborate with leadership and functional teams to identify and address operational inefficiencies.•        Evaluate and support automation opportunities to increase efficiency and reduce costs.  •        Understands impact, the intended behaviour and risks associated with changes/what we are automating•        Communicate program updates and status to stakeholders at all levels, including executive leadership. Critical Competencies:•        Proven experience of leading MIS/BI/Automation/staffing for a large Technical support operations team (1500+FTEs) including voice, chat and ticket support teams.•        Proven track record to lead a team of managers or expert professionals focused on one or more areas, such as: process improvement, data analysis, business intelligence, project management, workforce optimization or reporting.•        Can lead and manage in ambiguity.  •        Think out of box solutions, implemented.•        Takes a whole systems approach to analyze business issues and implement holistic solutions, ensuring that linkages between structure, people, process, and technology are made.•        Understands the business and financial impact of decisions and solutions and uses this understanding to drive high-impact projects that support the organization and contribute to financial performance.•        Problem Management: serves as a leader in Root Cause Analysis (RCA) where systems, tools, process or people did not achieve desired outcomes.  Qualifications and experience:·       Required bachelor’s degree in data analytics or technology related field·       8 - 10 years of relevant work experience of leading MIS/BI/Automation/staffing department for a large Technical support operations team (1500+FTEs) including voice, chat and ticket support teams. [this is a must have critical requirement]·       A minimum of 3-4 years of people management experience.·       Experience applying technical resources in projects, training, policy development or operational improvement. Certifications·       Six Sigma – Black Belt preferred.  ·       ITIL Certification preferred.·       Project Management Certification preferred. About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.