Summary :
The objective of this role is to manage multiple operations teams (Customer Care / Outbound / Complaints / Telesales / WFM) and ensure expected KPIs are met month-on-month. Process optimization (driving Cost Savings and Customer Experience improvements) and improving productivity will be key on-going objectives.
Location : Gurgaon
Roles & Responsibilities :
- Managing multiple processes in Operations
- Ensure KPIs/SLAs are met month-on-month for all processes. (Customer Care / Outbound / Complaints / Telesales / WFM)
- Continuous Process Improvement/ Process Optimization (Driving Cost Savings and Customer Experience improvements)
- Ensure all processes are always compliant with strong control points.
- Monitor and drive plans to achieve successful completion of work as per the time, budget and quality standards
- Create an environment that encourages employee retention, promote high levels of employee engagement and ensure continuous improvements in employee satisfaction
- Effective Communication while interacting with Other depts.
- Financial Management/Accountable for the P&L of the operations unit
- Depending on business requirement may have to travel quite often to HQ or other offices.
Team Management :
- Measure performance of the team against SLAs and KPIs. (Customer Care / Outbound / Complaints / Telesales / WFM)
- Ensure effective allocation and utilization of resources across the team in order to maximize effectiveness.
- Motivate and coach the team towards achieving goals.
- Formulate long term plans for the development of the team.
- Conduct coaching sessions with the team focusing both on tasks and behavioural issues.
- Create and maintain a culture of empowerment and professionalism within the team.
- Keep the team informed of strategic developments within the business area.
Desired Profile :
- Must be a Graduate and working presently as Sr. Manager with current organization
- Minimum 9-12 years full time work experience across NBFC/Banking/BPO/financial Services industry.
- Green Belt Six Sigma Certification (must have worked on Cost Saving Projects)
- Proficiency in Microsoft Office applications to include Excel, Word and PowerPoint
- Exposure to Project Management
- Currently handling a Span of 150-200 agents with different different line managers
- Excellent verbal and written communication in English and Hindi
- Ability to prioritize and to manage multiple tasks
- Ability to work independently, self- motivation and reliability
- Adaptable to changes and proactivity
- Consistency, accuracy and attention to detail
- Analytical, problem solving and investigative skills
Who Should Join :
- Person with extensive experience in Customer service preferably in NBFC domain/ BPO domain
- Person carrying experience of handling various operations teams for NBFC/Banks/Financial services process along with exposure to various payment channels/Vendors
- Person strive towards process improvement by implementing business friendly practises
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