FIS - Head - Operations

Looking for a strong professional operations leader with 15+ years of BPO experience at a leadership level working for any leading global e commerce set up.

Roles & Responsibilities:

- This position holder would lead a team of 2-3 Team Managers.

- The position holder would be critical in maintaining client relationships to be able to build the business further and provide opportunities of growth.

- Would need to deliver the stringent targets for KPI parameters.

- Would need to lead the transition of new work queues and growth of the business.

- Needs to be detail oriented and act proactively toward any training, operations, and technology related issues.

- Responsible for Operations Management, Crisis Management - the position holder would need to ensure delivery of the process, as per the agreed client SLAs.

- Would be responsible for developing the Managers, team leaders and their teams on process skills and other competencies.

- Ensuring high levels of employee satisfaction translating into process innovation and high retention rates.

- Ensure timely response and action on customer inquiries and lead relationship calls.

- Responsible for instilling a culture of - passion for work-, - integrity- and - consistency in performance- .

- Responsible for leading MBR's / QBR's with the client Process / Partners Head Operations for reviews

- Delivering on SLA/Revenue parameters by managing the floor performance and analyzes volume trends, gathers, tracks and reports productivity metrics.

- Identifies training gaps, gives feedback, provides coaching, and motivates members for high levels of performance and conducting performance reviews.

- Responsible for taking care of Appraisals, give feedbacks and improve the process efficiency.

- Uses various forms of communication, conducts audit and check performance levels to achieve expectations on SLA parameters/production.

- Ensuring the achievement of required results from other support functions like HR, BI, quality etc.

Skills Required:

- Minimum 7-9 years of Experience in end to end operations in Voice and Email is a must of which 2 years should be as Sr. Manager.

- Customer care experience (US) is a must.

- CSAT and NPS transformation hands on experience in past 5 years at scale 200 to 500 HC+ programs is a must.

- Search Engine Optimization/AW certification will be an added advantage.

- Proficiency in client communication and escalation management.

- Proficiency to supervise, lead and manage effectively staff members.

- Excellent verbal and written communication skills to technical and non-technical audiences of various s levels in the organization (e.g. executive, management, individual contributors).

- Excellent problem solving, team and time management skills managing multiple deadlines for self and others.

- Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline.