Assistant Vice President - Operations & Customer Service - BPO - IIT/IIM/ISB/MDI/FMS

Assistant Vice President - Operations

Purpose of the Role :

- Manage the operations and customer service delivery process for the assigned projects/clients with end to end delivery of required solutions within pre-decided TATs and quality parameters

Qualification : IIT Graduation or MBA from tier1 (Preferred)

Work Experience : Minimum 12 years in operations experience.

Team size - More than 30 people

Key Responsibilities :

- Act as a domain expert for Operations Department

- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations

- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles

- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement

- Lead projects of improvement and track measures/processes to improve quality and productivity

- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources

- Establish/publish Standard Operating Procedures

- Analyse work load and work flow trends to maximise the effective use of resources

- Ensure team complies with all quality standards and performance measures.

- Weekly reporting to the Management for reviewing team and client's performance metrics

- Actively promote, implement and comply with Departmental policies, procedures, practices and principles.

- Responsible for outward facing facilitation (educational bodies, professional associations).

- Ensure that appropriate (internal/external) customer service standards are achieved and maintained.

- Define customer satisfaction parameters and track customer satisfaction

- Play a key role in the Automation Projects to bring down the Cost per check.

Key Skills :

- Problem Solving

- Team Management and Interpersonal Skills

- Planning and Organizing

- Excellent Verbal and Written Communication Skills

- Good in MIS and analysis of all data.

- Good knowledge of MS office

Measure of Success - Operations Delivery Management