Assistant Manager at Ascent Staffing Solutions Pvt Ltd
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DGM - Operations - BFSI Domain - BPO (10-15 yrs)
We are Looking for D G M -Ops BFSI for our International BPO client in Bangalore.
ROLE : Delivery Project Executive
DESIGNATION : Deputy Group Manager, Band 8
LOCATION :Bangalore
YEARS OF EXPERIENCE: 11+ years- experience in contact center / outsourcing
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REPORTING TO : Delivery Leader
KEY RESPONSIBILITIES:
- Managing delivery of a Banking account
- Delivery Metrics and contractual SLA management
- Day to day Client management
- Managing a span of 250 FTE
- Lead all client and internal calls for the process, single point of contact
- Direct Workflow, Training and other shared services for optimum functioning of account
- Single point of contact for all financial decisions regarding the account
- Manage attrition and career planning of all employees within span of control
- Grow account strategically to increase top line for the organization
- Manage and improve profitability of the account
- Ensures continuous improvement in service delivery through Process Improvement Initiatives
STRATEGIC INPUTS / SKILLS REQUIRED
- Good project management skills & exposure in handling process transitions
- Understanding of the Banking domain in a contact center environment
- Knowledge of leading delivery with Voice business services is mandate. Preferably in the collections & recoveries area
- Experience in Banking risk & regulatory management
- Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management etc)
- Experience of Lean, Six Sigma projects preferred
- Ability to manage client expectations and drive high eSat / VOC
- Strong financial management acumen. Understanding of P&L
- Strong understanding of contracts and key BPO dynamics governing them
- Strong customer service orientation and client management skills
- Robust experience of driving key customer metrics like NPS
- Fundamentally a strong people manager. Should be able to guide a team to success
Share your Updated Resume with:
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Current & Expected CTC:
Notice Period:
Willing to Relocate to Bangalore:
Contact Number: 9148974021
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