Key areas of responsibilities (KRAs) : a. Customer related : - Manages daily performance to ensure that all CROs, Team Leads, AMs, Manager-Operations and Sr. Manager Operations are providing an above-average level output - Meets/exceeds service and quality levels as assigned by Management/Client - Drive and achieve Value Add targets for the business - Manage customer escalations within permissible TAT - Coordinating with the client on process related issues and updates - Uphold Our Client/Company virtues b. Financials related : - Ensure profitability of the process - Preparation of budget and process manpower count - Mining of the account in co-ordination with the Department Head and ensuring the account grows - Forecast any business adversity (Proactive approach) c. People related : - Works with Cross-Functional Teams to ensure that both internal and external customers- needs are met - Optimum utilization of resource to meet productivity - Identify and organize training programs - Interview candidates to ensure quality of Hire - Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals - Identify key people, mentor leaders (succession planning) - Develop and drive people engagement initiatives to control attritions and shrinkage d. Process related : - Manages day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact. - Coaches and mentors CROs, Team Leads, AMOs &amp; MO's/Sr. MO's - Recommends new ideas for improvement in work processes within the Call Centre, to provide excellent customer service. - Accountable for the production and quality targets of the team - Performance Projection of the process - Mining of the account in co-ordination with the Department Head and ensuring the account grows 2. Secondary responsibilities (if any) : a. Customer related / b. Financial related / c. People related / d. Process related : Desired skill sets : - Drives innovation and process improvement - Ownership and accountability - Project Management - Excellent communication skills (verbal and written) - Excellent client relationship Management skills - Ability to exercise tact and excellent interpersonal skills - Time management skills - Analytical and data interpretation skills - Logical Reasoning and problem solving skills - Self-motivated and a self-starter - Sound Knowledge of English, Hindi and other regional language(s) - Good understanding of the BFSI &amp; Telemarketing Domain - Good Knowledge of Billing and managing P&amp;L - Dialer &amp; Database churning Strategies Desired qualifications (including certifications) : Graduates /Post Graduates Desired years of experience : - Minimum 12 years- experience in BPO industry, out of which minimum 6-7 Years (recent) in managing BFSI/Telemarketing accounts. Internal Customers, if any : Operations &amp; Shared Services Teams

Pune

Hinduja Global Solutions - Assistant General Manager - Operations 

Hinduja Global Solutions - Assistant General Manager - Operations  ,Job Description for Hinduja Global Solutions - Assistant General Manager - Operations  in HGS in  Pune for (12-18) years of experience. Apply Now!

Job Description for Hinduja Global Solutions - Assistant General Manager - Operations  in HGS in  Pune for (12-18) years of experience. Apply Now!