Job Description – Operations Manager
Admiral Solutions
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 ~13000 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 13 years of experience, from 16 to ~2700 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:
➢Great Place to Work certified for consecutive 9 years,
➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25
➢India’s Top 10 Best Workplace for Women
➢Top 50 Companies in the IT/BPM in Large Size Organizations
➢India's Best Workplaces Building a Culture of Innovation by All
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
Operations Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs while delivering the Admiral strategy in the site They are required to manage (in partnership with the wider teams) to deliver an outstanding ‘Customer Experience’. They are also tasked with managing, inspiring and motivating a manager to ensure operational excellence, high employee engagement and service improvement. Responsible for break through results and the quality of service from their teams. They must create an environment where people are empowered to take responsibility and ensuring the controls and support mechanisms are in place to enable them to do so. Thereby helping them to manage the risks in our business. Should be looking for solutions in every situation. The ideal candidate should demonstrate Admiral Culture in their words and actions.
Required Profile:
Ideally should have minimum 12 - 15 years’ experience with 4 to 5 years leadership experience while working for an International BPO or in a Shared Service environment.
Minimum Education: Graduate
Shift Timings: 6:30 AM IST - 2:30 AM 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 50 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 £750 equivalent Company Shares to every staff member
✓Opportunity to earn performance-based monthly variable amounts, as per department guidelines, and more pay-outs from time to time (subject to discretion of the department)
✓Many more of employee-friendly benefits
Role & its Responsibilities
•Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & NPS targets.
•To proactively maintain regular engagement with key contacts in line with customer and leader expectations.
•Business Focus - Ensure delivery of key performance indicators including day to day service levels, customer experience, quality measures and compliance measures.
•Develop strategy for business operations.
•Ability to build and review reports and business presentations.
•Ability to manage customer operations, maintain and foster stakeholder relationship.
•Ability to take charge and make decisions with balanced approach when required.
Ideal Candidate:
•Has the ability to grow and lead teams from the scratch.
•Believes and adopts Servant Leadership.
•Inspires team members as a leader and mentor.
•Has managed customer service campaign and has experience in building teams from the scratch.
•Is aware and comfortable with shared service centre operations and functioning.
•Believe is customer centric approach and matured leadership approach
•Is polite and humble and does not promote an autocratic behaviour
•Should be comfortable in managing 200 -300 heads and organic growth
•Green Belt Certification and Project Management Course (Desired but not mandatory).
•Ability to take charge and make decisions with balanced approach when required.
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.
➢Flourish your skills and talents by joining the DEIB community.
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
Please note that the recruitment team is working from home, there will be no walk-in’s
Contact Us- Career.admiralsolutions.in/vacancies 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
