DGM - Operations - BFSI Domain - BPO

We are Looking for D G M -Ops BFSI for our International BPO client in Bangalore.

ROLE : Delivery Project Executive

DESIGNATION : Deputy Group Manager, Band 8

LOCATION :Bangalore

YEARS OF EXPERIENCE: 11+ years- experience in contact center / outsourcing

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REPORTING TO : Delivery Leader

KEY RESPONSIBILITIES:

- Managing delivery of a Banking account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing a span of 250 FTE

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

- Single point of contact for all financial decisions regarding the account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

- Ensures continuous improvement in service delivery through Process Improvement Initiatives

STRATEGIC INPUTS / SKILLS REQUIRED

- Good project management skills & exposure in handling process transitions

- Understanding of the Banking domain in a contact center environment

- Knowledge of leading delivery with Voice business services is mandate. Preferably in the collections & recoveries area

- Experience in Banking risk & regulatory management

- Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management etc)

- Experience of Lean, Six Sigma projects preferred

- Ability to manage client expectations and drive high eSat / VOC

- Strong financial management acumen. Understanding of P&L

- Strong understanding of contracts and key BPO dynamics governing them

- Strong customer service orientation and client management skills

- Robust experience of driving key customer metrics like NPS

- Fundamentally a strong people manager. Should be able to guide a team to success

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Contact Number: 9148974021