AVP - Operations - Retail/CPG/eCommerce - US - BPO

Role : AVP - Operations (Retail / CPG /eCommerce for US Geography) - BPO

Location : Delhi NCR

Functional Experience :

At least 10+ years in the Service Industry, managing Contact Center operations (Voice + Non-Voice) and Large Teams in excess of 300+ people for Retail / CPG / eCommerce Clients (Processes) for US Geography. The incumbent should have experience in Client Management, SLA Management, Transformation Projects, Transitions and P&L Responsibilities, should have experience in managing Operations , Onboarding New Clients

Education / Qualification : Graduate / Post Graduate in Management

Scope of Work / Area of Influence : Independently managing Client Relationship and ensuring process deliverables are met.

Key Accountabilities :

- Managing P&L

- Consultative Approach to drive transformation in the client business processes

- Customer Experience Management (NPS/CSat)

- Managing performance of team and driving them

- Client & Account Management

- SLA/ KPI Management

- People Management

Job Responsibilities :

- Hiring, Retain and development of best talent in the industry

- Ensure implementation and continuous improvement of quality systems/procedures

- Strategize and implement Continuous Improvement in the existing client's business Processes.

- Maintaining 100% customer satisfaction Index

- Should have the ability to view one's own functional area in the wider context of the Client and the company

- Is able to set targets and develop courses of action to achieve the target for self and team members

- Deliver Revenue and Margin goals QoQ/ YoY

Personal Attributes :

- Should have managed International BPO Process for Retail / CPG / eCommerce Clients / Process

- Excellent Communication Skills (Written & Verbal)

- Excellent Presentation Skills/Sound knowledge of MS office

- Excellent Leadership & Man Management & Decision-Making skills

- Strong Customer Focus & Good knowledge of the industry

- Self-Starter with high energy level and ability to handle diverse work pressure and stress

- GB/ BB certification will be an added advantage