GM - Operations - Delivery Project Executive - Travel Domain

GM Operations Travel Domain (12-17 yrs)

Delivery Project Executive- GM Operations

Role : Delivery Project Executive

Designation : Group Manager, Band 9

No. Of Positions : 1

Location : Chandigarh

Years Of Experience : 12+ Years- Experience In Outbound Contact Center / Outsourcing Space

Key Responsibilities :

- Managing site delivery of a large CRM account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing an account of 500 FTEs

- 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

- 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

- Provide Strategic advice for Business and Process Excellence

- Own the P&L

- Improve End Customer experience

- Improve efficiency by using Analytics

- Identify tools for Process Automation

Strategic Inputs / Skills Required :

- 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

Domain Specific Requirement :

- Understanding of digital marketing and online tools