- Will be heading and providing functional leadership to the operations of the BPO team

- Overall accountability for the entire BPO operation of multiple customers with multiple shift operations.

- To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLA's and timeliness.

- Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.

- Create, mentor and lead an effective BPO team of Operations Managers / Senior Managers.

- Build and maintain effective long-term relationships with key members of the client team.

- Be prepared to innovate and actively seek out-of-the-box solutions.

- This is a Key leadership Role and will head the Data Processing and other BPO Operations

- Will manage the BPO process independently and ensure business profitability.

- Will drive business and interfaces with the clients.

- Will be responsible for continuous business process improvements.

- Product goals achievement

- Provide customer service expertise and thought leadership across processes

- Determining project road-map

- Driving product improvements through Product bench-marking and analyzing market data and trends.

- Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire right skills for the product.

- Identify opportunity for growth of the product and participate in transitions.

- Driving best practice sharing through processes

- Will be heading and providing functional leadership to the operations of the BPO team

- Overall accountability for the entire BPO operation of multiple customers with multiple shift operations.

- To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLA's and timeliness.

- Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.

- Create, mentor and lead an effective BPO team of Operations Managers / Senior Managers.

- Build and maintain effective long-term relationships with key members of the client team.

- Be prepared to innovate and actively seek out-of-the-box solutions.

- This is a Key leadership Role and will head the Data Processing and other BPO Operations

- Will manage the BPO process independently and ensure business profitability.

- Will drive business and interfaces with the clients.

- Will be responsible for continuous business process improvements.

- Product goals achievement

- Provide customer service expertise and thought leadership across processes

- Determining project road-map

- Driving product improvements through Product bench-marking and analyzing market data and trends.

- Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire right skills for the product.

- Identify opportunity for growth of the product and participate in transitions.

- Driving best practice sharing through processes

- Ensure adherence to committed quality, accuracy & turnaround of the processes.

- Develop & monitor key indicators that will help track and control process capabilities and ensure productivity enhancement.

- Develop tools & techniques to mitigate cost of bad quality.

- Work closely with the transition team to achieve seamless migration of the processes.

- Provide direction to reshape processes & encourage continuous improvement teams to identify & implement process improvements.

- Develop & sustain relationships with customers with a view to proactively enhance customer service levels & resolve service issues.

- Agree on Technologies support & proactively escalate issues impacting customer service

- Lead & motivate the operations team to ensure their development through direct coaching/feedback wherever required and control attrition

- Effectively implement rewards/recognition, appraisal & Incentive programs.

- Ensuring there is appropriate and adequate training interventions so as to improve operating knowledge & other soft skills.

- Create cross-functional project teams to encourage team building & employee development.

- Good knowledge of key technologies and processes

- Good knowledge of appropriate products and services

- Good understanding of customer services roles and responsibilities

- Excellent knowledge and understanding of customer services strategy and challenges

- High degree of problem solving skills to resolve problems in a multi product/service environment

- Excellent communication skills

- Ability to interact at all levels

- Ability to focus on long-term direction of the company whilst solving current and often complex re-sourcing issues

- Strong analytical and problem solving skills

- High degree of resilience - not afraid to identify and take tough/unpopular decisions as required

- Sound man management skills

- Excellent stakeholder management skills

- Excellent influencing and negotiation skills

Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided. Also project related work would involve research solutions and organize information, choosing solutions from a range of solutions available and/ or provide solutions

Role holder will make operational decisions that concern a variety of matters within own work area, possibly influencing other work areas. Decisions may include determining new or improved methods, setting focused targets

Problems are varied in nature and require lateral thinking and creativity for solving. Problems range from daily to highly complex issues. Novel issues and situations requiring independent action may arise, for example in developing new or improved ways of training to increase training efficiency or introducing new processes in response to changing customer needs and legislation

- The role holder needs to establish credibility through demonstrating an understanding of the needs of their team and colleagues; the audience may have sought information, but the message is likely to contain information, which is challenging or controversial, rather than straightforward.

- The role holder should be able to effectively communicate with the senior management and strike a balance and facilitate communication flow from top-down

Contacts require a broad range of communication techniques, including interpretation, guidance, negotiation, persuasion, building and maintaining relationships

The role holder will mainly develop and support the ops teams. The role holder needs to be proactive and promotes the inclusion of individuals from a range of fields. Provides guidance to others checks and applies directions originating from higher levels

The role requires planning, prioritising, and organising of resources within own team/s to achieve agreed objectives. Planning of projects requirements for optimum resource utilization.

Bangalore

Mon to Saturday ( 6 Day a week) 9:30 am to 6:30 pm

Spoken knowledge of Kannada is mandatory

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