Senior Manager - Service Excellence - BPO

Role: Sr. Manger Service Excellence

Reporting: VP Customer Operations Strategy and Support

The role is required to ensure effective transactions across all customer operations touch points agnostic to agent life cycle / nature of subscriber requirement (pertaining to Outbound campaigns). The role is responsible for setting the standards for quality and is required to build controls in adhering to the same pertaining to the Outbound verticals.

1. To ensure that the frameworks to assess transaction quality (both manually and via system) are designed for all Bus and LOBs. Is responsible for formulating measures and tracking/Improving the quality thresholds across each LOBs.

2. Align Service delivery partners to company's SE standards and establish control mechanisms to ensure compliance to defined standards.

3. Is accountable to ensure that all data gathered is analyzed and areas of improvement are provided to BU owners and rest of OSSG from people, process and systems standpoint.Is directly responsible for identifying, evaluating and on boarding quality management business partners as per company policies / values and service philosophy

4. Is responsible for getting the right quality tools identified and deployed. Includes facilitating teamwork with the CO Systems team & IT on the evaluation & deployment of Quality Management systems and formulation of reporting framework and evaluation framework.

5. Is required to ensure that forums are created to liaison with the L & D, BE & SSD teams to take forward and deploy the improvements identified through the SE framework. Includes deploying review mechanisms as well.

6. To set guidelines for Service Excellence team to operate. Responsible for the overall direction, strategy and operational performance of the SE team members.

7. Execute any other projects, tasks or activities required to align to SE Outbound initiatives and to enhance SE Outbound team performance.