The Operations-TOPS-Project Manager position is a role within the Operations department of Prodapt that reports to the Operations-TOPS-Project Manager. The overall purpose of the position is to govern various tools and processes within a project in collaboration with the PMs and clients, and to recommend continuous enhancements to increase efficiency, and to uphold Prodapt’s winning values and to work in a way that contributes to the Company’s vision. Process Management: Create key stroke level process flows and process documentation independently Govern calibration calls with clients and share necessary process related updates Drive brainstorming sessions to recommend transformation and enhancements in existing processes Collaborate with Project Managers on process re-engineering or process refinement approach Incorporate industry best practices into the existing processes and drive continuous improvement Quality Management: Ensure 100% quality scores across all processes Govern periodic quality calls and demonstrate process quality metrics to the clients Collaborate with the client's quality team to align the solutions with client's expectations Identify root causes of recurring issues and drive corrective/preventive actions Project Management: Create contractual agreements such as SOW, amendments and renewals Lead/govern multiple transitions including Offshoring/nearshoring Travel to client location as per business requirements and demonstrate high project management skills with clients Maintain Lean operations to avoid unnecessary buffers and to drive cost effective operations Focus on project revenue, cost and RGMs and to drive efficiencies with defined action plan Identify new opportunities within the current project and highlight them in Leads generation process; create proposals and business plans Collaborate with Delivery Managers in creating proposals and business plans Implement effective BCP management process Work with PMs for tracking critical data in the project and generate client focused periodical reports Coordinate with clients to create excellent business relationship for consistent performance and business expansions Align project delivery with organization's goals and strategy Change Management: Work with clients to understand the change requirements Ensure seamless operations through system driven approach while incorporating changes in the process Assist team members in effective change management Team Management: Identify domain experts within the team through mentoring and coaching Contribute to organization wide knowledge repository e.g. 'Insight creation' Implement effective Checks and Balance process in place - including imposing PIPs for non-performers, rewards and recognition for performers, create high motivation factors within team High focus on knowledge base retention including acquiring key skills through L&D, setting career aspiration roadmap, supporting team members in scaling up etc. Support other accounts/programs as required to help providing KT for new tools/channel support Bachelor’s degree (in any field) (Mandatory) MSc/BE /Masters with specialization in IT/Computer Science Six Sigma Green belt, Lean certification Work experience (11-15 years) Adapt/ Experience working in multi-channel delivery projects Technical Knowledge (Operations TOPS, Systems, Databases) Intermediate level - Microsoft office Telecom – Basics