Home Credit - Senior Manager - Operations

Summary :

The objective of this role is to manage multiple operations teams (Customer Care / Outbound / Complaints / Telesales / WFM) and ensure expected KPIs are met month-on-month. Process optimization (driving Cost Savings and Customer Experience improvements) and improving productivity will be key on-going objectives.

Location : Gurgaon

Roles & Responsibilities :

- Managing multiple processes in Operations

- Ensure KPIs/SLAs are met month-on-month for all processes. (Customer Care / Outbound / Complaints / Telesales / WFM)

- Continuous Process Improvement/ Process Optimization (Driving Cost Savings and Customer Experience improvements)

- Ensure all processes are always compliant with strong control points.

- Monitor and drive plans to achieve successful completion of work as per the time, budget and quality standards

- Create an environment that encourages employee retention, promote high levels of employee engagement and ensure continuous improvements in employee satisfaction

- Effective Communication while interacting with Other depts.

- Financial Management/Accountable for the P&L of the operations unit

- Depending on business requirement may have to travel quite often to HQ or other offices.

Team Management :

- Measure performance of the team against SLAs and KPIs. (Customer Care / Outbound / Complaints / Telesales / WFM)

- Ensure effective allocation and utilization of resources across the team in order to maximize effectiveness.

- Motivate and coach the team towards achieving goals.

- Formulate long term plans for the development of the team.

- Conduct coaching sessions with the team focusing both on tasks and behavioural issues.

- Create and maintain a culture of empowerment and professionalism within the team.

- Keep the team informed of strategic developments within the business area.

Desired Profile :

- Must be a Graduate and working presently as Sr. Manager with current organization

- Minimum 9-12 years full time work experience across NBFC/Banking/BPO/financial Services industry.

- Green Belt Six Sigma Certification (must have worked on Cost Saving Projects)

- Proficiency in Microsoft Office applications to include Excel, Word and PowerPoint

- Exposure to Project Management

- Currently handling a Span of 150-200 agents with different different line managers

- Excellent verbal and written communication in English and Hindi

- Ability to prioritize and to manage multiple tasks

- Ability to work independently, self- motivation and reliability

- Adaptable to changes and proactivity

- Consistency, accuracy and attention to detail

- Analytical, problem solving and investigative skills

Who Should Join :

- Person with extensive experience in Customer service preferably in NBFC domain/ BPO domain

- Person carrying experience of handling various operations teams for NBFC/Banks/Financial services process along with exposure to various payment channels/Vendors

- Person strive towards process improvement by implementing business friendly practises