Group Manager - Service Delivery - Travel Domain - BPO

Urgent: For a leading BPS

DESIGNATION

Group Manager(Delivery Leader), Band 9

LOCATION: Chandigarh

YEARS OF EXPERIENCE- 10+ years of experience

REPORTING TO: Associate Director

KEY RESPONSIBILITIES:

- Managing site delivery of domestic account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing a span of 250-300 across multiple accounts

- 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

- Manage and improve profitability of the account

STRATEGIC INPUTS / SKILLS REQUIRED:

- Experience in Travel/ Telecom Domain is preferred

- 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

Niti Singh