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24/05 Pooja Saxena
Principal Consultant at Leaders Hunt

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General Manager/AVP - Backoffice Operations - BPO (15-19 yrs)

Noida Job Code: 1099938

Accountable for the delivery of a high quality, efficient customer journey from offer to confirmation stage, ensuring that productivity, quality and turnaround targets are met.

Accountable for leading a team of c70 processing staff across multiple global locations and creating a culture of service excellence, compliance and continuous improvement. This is a key leadership role where people leadership skills, and the ability to continuously motivate and engage a team across different time zones will be critical to success in the role.

- Accountability for the end-to-end service delivery of the admission processes in each location, including:

- Directing the operations of the Global team via a structure of regional managers and team leaders.

- Forecasting likely work volumes and resource required to ensure SLAs and turnaround times are achieved, with particular focus on ensuring maximum flexibility during peak volume period.

- The design and maintenance of clear standardised operational processes to ensure consistency of operations across regions.

- Monitoring adherence to SLAs, controls & management of audit and risks.

- The management and resolution of most complex exceptional cases/escalations and complaints from internal stakeholdersand Partners.

- Proactively use service delivery data to identify opportunities for process clarification or improvement. Ensure that any changes are communicated and implemented on a timely basis across the relevant teams.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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