Director - Operations - BPO

Director Operations (500 FTE Handling /Exposure in BFSI /International BPO experience is must /US Shift/Temporary WFH)

ROLE AND RESPONSIBILITIES :

This position requires managing/leading Managers/Sr. Managers and unto 500 associates for operations.

The position requires a mature and high energy individual with minimum 12 - 15 years hands on exposure of international call center.

- Ensuring adherence to all applicable policies and regulations.

- Managing and reducing the attrition'

- Training the Managers on people and process management

- Should be able to face the client and represent the organization

KEY RESULT AREAS :

- Managing the operations so as to meet all client specified and internal KPIs.

- Managing the costs to meet the profitability targets for the business unit.

- Contribute towards increasing the revenue for the business unit.

MINIMUM YEARS OF EXPERIENCE :

- 12-15 years of business experience(International exposure would be an advantage

- Experience in Banking/Financial services and/or the US Mortgage industry would be an advantage

REQUIRED SKILLS :

- Excellent communication skills and team building successes

- Exposure to large scale operations management - 500+ associate responsibility

- Conventional loan Underwriting experience will be a plus.

- Analytical approach to problem solving

- Ability to lead the team in consistently meeting customer service levels.

- High attention to details so that one can perform in a dynamic, challenging environment.

- Exposure to and ability to leverage technology to achieve business goals.

- Must be able to prioritize, multi-task, perform in a time bound manner and mentor staff in making the work more engaging and meaningful.