Head - Operations - BPO/ITeS

Head - Operations

Responsibilities:

- Leadership: Lead and manage the day-to-day operations, with the ability to inspire and build strong professional teams with a culture of continuous improvement.

- Strategy Development: Develop and implement strategic plans to improve overall process effectiveness and enhance customer experience across the department.

- Utilize extensive customer operations industry expertise to enhance operational efficiency and maintain high-quality standards.

- Team Management: Oversee the recruitment, training, and development of the customer operations teams.

- Process Improvement: Continuously review and improve processes and systems to increase efficiency and customer satisfaction.

- Stakeholder Management: Establish and nurture strong relationships with internal and external stakeholders to foster collaboration and achieve operational objectives.

- Risk Management: Monitor and manage operational risks, ensuring compliance with regulatory requirements and company policies.

- Performance Monitoring: Track and report on team performance, providing insights and recommendations for improvement.