Vacancies

Manager Operations - Digital Operations

  • Salary & Benefits
  • As per Industry Standards + Annual Company shares + Dividend on shares + Plethora of Benefits
  • Location
  • Gurugram
  • Job Advert Description


  • Job Description – Operations Manager – Digital Operations
    Admiral Group Plc. (UK) and Admiral Solutions (India)

    Know Us:
    The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India .We serve over 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.
    In 2023 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

    At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who sign our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

    Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2500 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement culture and people practices, and this is testimony to the plethora of recognitions we have earned in the last couple of years. Here is the list of the latest ones:
    ➢64 in the Top 100 Companies to Work,
    ➢Top 75 Companies for Women to Work For
    ➢Top 25 Companies in the IT/BPM in Mid Size
    ➢India's Best Workplaces Building a Culture of Innovation by All - Mid-size
    ➢Top 100 IT-IT/BPM companies in Large Size
    ➢Best workplaces in Professional Services
    ➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25

    Why Work with Us?

    As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally.We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:
    ➢Free Meals (while working from office)
    ➢Free Cab Services with App enabled booking & tracking.
    ➢Free Medical, Accident and Life Insurance
    ➢Annual £750 equivalent Company Shares to every staff member
    ➢Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
    ➢Opportunity to enroll in learning & development courses.
    ➢Opportunity to be nominated to travel to our global offices.
    ➢Opportunity to grow within the organization.

    Flourish your skills and talents by joining the DEIB community.

    Summary of the role
    Digital Operations is in the forefront of transforming customer engagement. Post migration of the business from webchat to messaging channels, we have established a dynamic digital contact operations. To support the set up and early growth of the new function, we are now seeking an operations Manager to lead and drive our vision whilst developing deputy operations managers.

    Role Overview
    As the Digital Operations Manager, you will play a pivotal role in overseeing and growing our new digital assisted channels operation. This role is a unique opportunity to shape the future of our digital customer engagement strategy and build a high-performing team while ensuring adherence to business needs and regulatory requirements.

    Required Profile

    Ideally should have minimum 12 - 15 years working for an International BPO or in a Shared Service environment with minimum 2 years of experience in managing primarily Chat based international processes.

    Minimum Education: Graduate
    Shift Timings: A 9 hour-shift between 6:30 AM IST - 2:30 AM IST (mostly 12.30 PM to 09.30 PM IST or 01.30 PM to 10.30 PM IST)
    Working Days: 5 days working in the week (24/7 environment)
    Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)

    WFH (Work From Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75 mbps and uninterrupted power supply.

    WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

    Employee Benefits:
    ✓Free Cab Services (both sides for now, can change to 8.00 PM to 8.00 AM)
    ✓Free Meals (while working from office)
    ✓Free Medical, Accident and Life Insurance
    ✓Annual Company Shares.
    ✓Many more of employee-friendly benefits

    Role & its Responsibilities
    ✓Team Leadership: Manage, support, and provide guidance to team managers directly reporting to you, fostering a collaborative and results-driven environment.
    ✓Alignment with Business Objectives: Understand and communicate the broader business Objectives and Key Results (OKRs) to your teams, ensuring their performance directly contributes to business success.
    ✓Team Development: Develop and nurture an inexperienced team manager group, creating a culture of continuous learning, performance excellence, and personal growth.
    ✓Scaling the Operation: Grow the new function to meet contact strategy demands, while maintaining operational efficiency and meeting business and regulatory demands.
    ✓Compliance and Regulation: Ensure strict adherence to compliance and regulatory requirements within your function, mitigating any potential risks effectively.
    ✓Technology and Innovation: Stay closely aligned with the development of digital channel technologies, oversee the implementation of chatbots to enhance agent performance, and align bots and agents for optimal business and customer outcomes
    ✓Customer-Centric Approach: Deliver market-leading digital experiences to our customers, ensuring fair outcomes and consumer duty principles are filtered down at all levels.
    ✓Stakeholder Engagement: Present performance reports and insights to stakeholders.
    ✓Collaboration: Collaborate closely with leaders from other business functions, contributing to the overall success of our digital transformation journey.

    Ideal Candidate
    ✓Proven experience in managing operations, or frontline operations teams(primarily chat based process), with strong experience in a leadership role.
    ✓Strong leadership and team development skills, capable of cultivating a high-performance culture.
    ✓Knowledge of digital customer engagement, including messaging channels and chatbots would be an advantage but not essential as training will be provided.
    ✓Exceptional problem-solving, communication, and presentation abilities.
    ✓Experience in managing compliance and regulatory aspects of a contact centre operation.
    ✓Ability to adapt to rapidly changing technology.
    ✓Passion for delivering exceptional customer experiences and a commitment to ethical business practices.
    ✓If you are a visionary leader who thrives in a dynamic, transformative environment and has a passion for driving digital innovation while ensuring compliance and exceptional customer outcomes, we encourage you to apply. Join us and be a part of shaping the future of digital customer engagement in Admiral and beyond.

    Ingredients to Success

    ✓ Positively contribute to team by acknowledging others’ contributions and celebrating their success
    ✓ Passionate about our Brand and Customer Service
    ✓ Excellent communication skills
    ✓ Humble and Approachable
    ✓ Unlearn and learn new ways of working
    ✓ Do It The Right Way, The First Time for the customer
    ✓ Mutual Respect
    ✓ Accept change and feedback

    Contact Us
    Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India

    E-mail: delhirecruitment@admiralgroup.co.uk or documents@admiralgroup.co.uk

    Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

    To know more about us, feel free to visit the below websites for more information.
    www. admiralgroup.co.uk
    www. www.admiralsolutions.in
    www.admiral.com

  • Closing Date
  • 18/10/2024
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