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01/04 HR
HR at Affluent Global Services

Views:886 Applications:285 Rec. Actions:Recruiter Actions:156

Affluent Global Services - AVP - Operations - Backoffice/BPO (12-25 yrs)

Gurgaon/Gurugram Job Code: 813853

Purpose of the Role

- Responsible to Design and implement the operations strategy to maximize productivity and hence profitability of the organization

- Lead the entire operations and customer service delivery processes of the company with end to end delivery of required parameters within defined TATs

Qualification - BE/BTech+MBA

Work Experience

- Minimum 10-12 years of relevant experience in Operations with service industry preferably banking backoffice, Insurance backoffice or in an International BPO (Voice & Data)

- At least 2-3 years- experience of leading operations team of about 250 people

- Green Belt or Black Belt preferred with experience in managing operational quality Key Responsibilities

- Manage Operations of approx. 150 to 250 people strong Operations team based out of Gurgaon & other centres as assigned from time to time

- Responsibility of performance & productivity of all the processes & Client Operations running out of the Centre

- Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives

- Interact with clients on a periodic basis for various reviews

- Drive all the key functions effectively with constant focus on innovation & reengineering of existing processes to make them more efficient

- To be responsible for overall performance, cost and delivery of operations

- Participate actively in analysis of complex issues & creation of solutions along with Senior Management team & other stakeholders

- Work with the Team Leaders to manage and support workloads and escalate issues wherever necessary to avoid failures

- Lead and nurture the operations team by monitoring performance on an ongoing basis and ensuring continuous development of the team

- Responsibility for hiring, training & retention of people hired in the Gurgaon centre

Key Skills

- Planning and Organizing

- Analysis of problems and make decisions on solutions

- Leadership and people management Skills

- Problem Solving and Analytical Thinking

- Client Management

- Ability to work in dynamic environment, multi-task & meet deadlines

- A clear focus on high quality and performance targets

Women-friendly workplace:

Maternity and Paternity Benefits

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