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21/03 Ridhi Vasudeva
Freelancer at Mancer Consulting

Views:9522 Applications:363 Rec. Actions:Recruiter Actions:214

Vice President - Operations - BPO (12-15 yrs)

Delhi/NCR Job Code: 433378

VP Operations

Our client is a global financial services provider, engaged in retail and commercial banking, credit cards, investment banking, wealth management and investment management services all over the world.

Overall purpose of role

To manage c8 Assistant Vice Presidents across multiple sub units within Consumer Operations - managing c700 billable FTE and supervisory support staff across voice & non voice business clusters with multiple stakeholders. Including complete oversight of Digital & Non Digital Operations. End to end ownership and management of a total annualized cost base of c7mn GBP

Contact centre operations deals into:

- Essential Banking

- Digital Servicing

- Internet Helpdesk

- Multi Currency Servicing

- Lost and Stolen Cards servicing

Roles and Responsibilities:

The position holder is required to provide leadership to the business unit and manage process performance in line with agreed SLAs /targets and all areas of the 5 Cs. Drive a culture of continuous improvement. Maintain effective working relationships with key external stakeholders of the different business clusters as well as internal stakeholders. Fully responsible for P&L of all the managed business.

Drive NPS and customer experience, and look for process improvements and automation agenda.

Ensure smooth functioning of the process and compliance to procedures and policy guidelines; Lead the team into operational growth. To proactively build relationship with customers (internal and external), responsible for managing Process, People, Metric & Client relationship. Ensure effective utilization of resource.

Given that this role caters to multiple sub units and multiple stakeholders, it is responsible for managing all the stakeholders and their expectations.

Manage c8 Assistant Vice Presidents expanding to a total span of c700 FTE's. Lead, manage and motivate operations managers & team managers within the community and responsible for the site's performance against a number of key metrics including customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.

Strong negotiation capabilities in order to agree Operations strategy with senior stakeholders and well as obtain buy in on budgets resourcing etc.

Proactively engage/agree plans and outputs with leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints)

Establish and maintain strong and effective working relationship with key stakeholders across businesses served

Work with the functional owners to ensure cohesion between individual and departmental goals

Represent the Business unit during senior stakeholder visits for the Business Unit

Frequently need to present to senior stakeholders on business ideas and challenges and needs to display ample influencing and reasoning skills to arrive at logical agreements

Strong influencing and negotiation skills also required to agree on targets, challenge unreasonable demands and set expectations in an amicable and collaborative manner

Own oversight of suppliers as and when required including driving performance improvement initiatives and SLA delivery, Continuous improvement, review of supplier controls

Person Specification

- Post graduate degree in management

- Experience of working in a customer facing management, sales through service environment

- Experience of working in a Financial Services or Service centres Preferred

- Demonstrated ability to drive superior customer experience and proven record to lift NPS transformationally

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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