Senior Consultant at Live Connections
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General Manager - Operations - BPO (12-19 yrs)
Brief Job Description: GM Operations
1. Service Delivery & Operational Excellence
a. Experience of 12 + years in managing and growing operations across BPO in Capital Markets/Financial Services. Experience in a third part BPO set up is preferable.
b. Measures effectiveness and efficiency of the Operational processes and should be able to drive technological interventions to build scale and efficiency.
c. Manage End to End Service Delivery and drive Quality as a differentiating factor with regards to Process Excellence.
d. Work very closely with Delivery teams on TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level and adherence to SLAs
e. Strategize & Build the frame work and ensure to stream line existing SOP's in co-ordination with the Service Delivery Heads.
f. Conducts monthly Business Reviews with the Service Delivery teams and work closely with them on the Operational improvements.
g. Deliver high quality service through all touch points for the Clients/Investors
h. P&L Management through Effective budget allocation and manage overall Cost of Operations
i. Innovate to augment productivity and thrive constantly to improve on Quality and Turnaround Time
2. Technological Interventions
a. Brief understanding on the Technology aspects of business and should be able to cast the Tech roadmap in terms of expectations in building a strong Technological Process road map.
b. Identify the need and scope of automation in various processes and work closely with the IT team
c. To keep updated on trending Operations requirement and manage internal stake holders & Clients to build efficiencies of scale through IT as a platform.
3. Client Management:
a. To front end the Service Delivery teams and focus on Client Relationship Management.
b. To be a facilitator between the client and Service Delivery teams and take lead in proactive Client communication
c. Ensure the SLA's are met as per the contractual agreements and Clients expectations are accorded
d. Manage Client reporting and Dash board of activities in time & take corrective action based on it
e. Institute sturdy communication channels with the clients to manage escalations and take proactive steps to avoid any form of escalations.
4. Team Management -
Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
1. MBA - From a reputed University
Competencies/ Skills Required :
1. Strong Operational Knowledge, Service Delivery, Customer centricity & relationship management
2. P & L Management & Cost Optimization
3. Experience in handling large and diversified teams