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28/05 Capt Vinayak
Partner at Aambridge

Views:4610 Applications:238 Rec. Actions:Recruiter Actions:66

Senior Manager - Operations - BPO (5-15 yrs)

Delhi/NCR Job Code: 340131

Roles & Responsibilities:

- Transition and Project Planning

- Identifying Process Improvement Initiatives to drive process excellence

- Adherence to company policies

- Reporting the financial metrics dashboard to the internal management team

- Co-ordinate on Process Quality requirements

- Reporting the process performance through the Roadmap review

- Review SOW

- FTE Capacity Planning Vs. Forecasted workload/volumes with clients

- Identify potential business growth opportunities

- Define and review KRA's for Process Managers

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact

- Ensuring the process meets and exceeds the defined Service Levels

- Review Customer Escalations and Provide Effective solutions

- Ensuring the accuracy of transactions and billable hours.

- Ensuring complete responsibility of the process related deliverables

- Consolidating the invoicing details for client's approval

- Review and Report Project updates to senior management.

- Handling client escalations

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational challenges

- Identify and suggest innovative solutions on existing business

- Provide cost benefit solutions to Partners.

- Build customer rapport.

- Liaison with Internal customers

- Driving Perfect Service and Identifying Value adds

- Identify and participate in training / developmental programs

- Identify developmental programs for Process Managers

- Manage and address second level team escalations.

- Motivate and encourage team members.

- Handle skip level meetings for the processes.

- Grooming and creating back-ups for the Managers

Desired skill sets

- US health care (ERISA/HIPAA/State Mandates)

- Process SLA

- Awareness of ISO, ISMS

- Telephone etiquettes

- MS office

- High Level Process Knowledge

- Effective communication

- Good analytical skills

- People Management

- Feedback and Counseling

- Presentation

- Coaching and Mentoring

- Handling Multiple processes and Large teams

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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