General Manager/Director of Operations & Client Services

Full time @Talent Splendor in Information and Communication , in Sales
  • Post Date : October 18, 2024
  • Apply Before : October 31, 2024
  • Salary: ₨ 400,000 - ₨ 600,000 / Monthly
  • 1 Application(s)
  • View(s) 182
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Job Detail

  • Job ID 2059
  • Career Level  Manager
  • Experience  10-years-+
  • Gender  any
  • Industry  bpo
  • Qualifications  Master’s Degree
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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.

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Required skills

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