Consultant at Teamployer Business Services
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Assistant Manager - Operations - BPO (8-10 yrs)
In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.
Talent Inventory :
Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.
Client Services :
Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship; execute company-wide client related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.
Business Growth :
Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.
Problem Solving :
Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.
Managing Projects :
Stay well informed of corporate goals and strategies; identify and lead department, division or company level projects. Lead assigned cross-function or company-wide activities and projects.
Employee Engagement and Budget :
- Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs. Manages priorities and budgets to meet company, department and team goals.
- Minimum 8+ years experience, 3 years management experience