Job Detail
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Job ID 2059
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Career Level Manager
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Experience 10-years-+
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Gender any
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Industry bpo
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Qualifications Master’s Degree
Job Description
Responsibilities:
Service Delivery & Operational Excellence:
- Possess a minimum of 10 to 12 years of experience in managing and growing operations across BPO, with preference given to those experienced in third-party BPO setups.
- MBA from a reputable university.
- Evaluate the effectiveness and efficiency of operational processes and implement technological interventions to enhance scale and efficiency.
- Manage end-to-end service delivery and prioritize quality as a distinguishing factor in process excellence.
- Collaborate closely with delivery teams to manage Turnaround Time (TAT), drive process improvements, ensure regulatory compliance, conduct audits, and adhere to Service Level Agreements (SLAs).
- Strategize, develop, and streamline existing Standard Operating Procedures (SOPs) in coordination with Service Delivery Heads.
- Conduct monthly business reviews with service delivery teams and actively participate in operational improvements.
- Deliver high-quality service through all client/investor touchpoints.
- Manage Profit and Loss (P&L) through effective budget allocation and overall cost management.
- Innovate to enhance productivity, constantly improve quality, and reduce Turnaround Time.
Technological Interventions:
- Possess a basic understanding of technology and articulate a strong technological process roadmap.
- Identify opportunities for automation in various processes and collaborate closely with the IT team.
- Stay updated on trending operational requirements and leverage IT as a platform to enhance efficiencies of scale for internal stakeholders and clients.
Client Management:
- Act as the primary point of contact for service delivery teams and focus on client relationship management.
- Facilitate communication between clients and service delivery teams and lead proactive client communication efforts.
- Ensure SLAs are met as per contractual agreements and align client expectations accordingly.
- Manage client reporting and dashboards in a timely manner and take corrective action based on insights.
- Establish robust communication channels with clients to manage escalations and proactively prevent issues from escalating.
Team Management:
- Implement learning initiatives, enforce discipline, punctuality, and compliance within the team, and effectively manage attrition.
Competencies/Skills Required:
- Strong operational knowledge, service delivery expertise, customer-centricity, and relationship management skills.
- Proficiency in P&L management and cost optimization.
- Experience in managing large and diversified teams.
Required skills
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