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Recruitment Consultant at Cucumber Consultants
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Senior Manager - BPO Operations - US Banking Vertical (12-15 yrs)
Senior Manager -BPO Operations (US Banking Vertical)
Provide leadership for the Banking operations vertical along with the Head- BPO Operations.
- Handle Client relations and care to enhance ESAT.
- Ensuring Commercial and Retail line of business is on BAU with required efficiency and TAT.
Seamless delivery :
- Ensure all operational performance metrics for Banking operations are achieved consistently.
- Ensure all operational checks and controls are in place.
- Work with other support and enabling functions to plan and execute operations seamlessly and with minimum disruption to client business operations
Operations excellence :
- Effective process management, process improvement and structured governance.
- Ensure adequate staffing levels, cross skilling and up-skilling of resources within the operations unit.
- Ensure business growth in line with the overall growth objectives of the organization
- Drive and maintain relationships across various customers within the Banking operations vertical
- Periodic review of operations (internal and external) to ensure conformance to accepted standards of service levels.
- Support the Sales and Business Development functions through creating solutions and assisting in creating collateral and participating in RFIs and RFPs
- Drive an improvement culture focusing on value additions and innovation within the operational teams
- Provide an environment conducive for employee retention and motivation to minimize attrition through sustained employee engagement activities.
- Develop and nurture Succession Planning for next level of leadership within team.
- Ensure security, privacy & compliance objectives are achieved and risks are mitigated as per the defined policies and practices.
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