This role contributes to financial performance, operating efficiency, and customer satisfaction by implementing or operationalizing the Company's strategic business plans. This role supports business operations activities for an SBU, function, or region by directing the work of an operating center or team.  PRIMARY OBJECTIVES:  This role is responsible for liaising with the business, vendor or finance leader to understand requirements, and ensure that these business needs are being monitored and tracked by the retained organization. Responsible for leading SLA and reporting activities comprised of SLA review/consequence management, SLA change management, and vendor reporting management.  MAJOR AREAS OF ACCOUNTABILITY:  - Provides operational excellence, with a focus on service reliability, compliance and governance  - Communicate regularly with the retained organization teams on vendor performance and other related issues  - Ensures that the retained organization and outsourcing vendors are performing activities at the level of service expected  - Analyzes performance/SLA trends; determine adjustments in service level, weightings and/or actions such as service level credits or penalties for service delivery shortcomings  - Performs service level reviews for consequence management  - Manages and addresses requests for SLA changes; coordinating the process for changing service levels and service level weights  - Participates in negotiation of new service levels or changes to existing service levels  - Oversees vendor reporting requirements  - Collaborates with vendors to increase SLA attainment  - Develops requirements for reporting performance and distributing metrics to relevant stakeholders  - Partners effectively with operational teams, retained organizations and vendor relationship teams  - Ensure all documentation is current and provide support for the governance forums as needed  - Supports creation, and responsible for effective delivery of Retained Organization training in a timely manner.  REQUIREMENTS:  - University/College degree required, MBA preferred.  - 10+ years of progressive business experience; experience providing/management of BPO services is a plus  - Ability to manage expectations of multiple stakeholders and competing priorities  - Strong written and verbal communication skills  - Skilled in negotiating and collaborating on complex situations to provide optimal resolution for the business while still maintaining a strong relationship with the vendor and other departments.  - Strong project management organizational skills with the ability to work with time sensitive deadlines and multiple projects at once.  - Ability to collaborate and influence in a global environment

Hyderabad

Senior Manager - Performance/Operational Excellence - BPO 

Senior Manager - Performance/Operational Excellence - BPO  ,Job Description for Senior Manager - Performance/Operational Excellence - BPO  in People Prime Worldwide in  Hyderabad for (10-12) years of experience. Apply Now!

Job Description for Senior Manager - Performance/Operational Excellence - BPO  in People Prime Worldwide in  Hyderabad for (10-12) years of experience. Apply Now!