Lead - BPO Operations - Utilities Sector

Key Responsibilities:

a) Management of contractual obligation with respect to service delivery

b) Build strong and healthy relationship with key internal and external stakeholders

c) Work alongside the team on growth opportunities

d) Drive revenue and margin on a monthly/quarterly basis.

e) Be able to drive Transformation in Businesses

f) Oversee and provide guidance to the team on overall service delivery along with Customer Satisfaction

g) Own and facilitates various internal and external audits and timely closure of open audit points in coordination with various internal stakeholders

h) Achieve productivity improvement targets on an annual basis in line with organizational goals

i) Educate and coach delivery managers/ tower leads/ Customer Leaders on various aspects of Delivery, Client Management and focus on Business Growth

j) Build a strong team culture.

Desired Skills:

a. Up to date with the latest industry trends across the global utilities market

b. People Management Skills - Ideally should be able to handle large delivery teams - 500 to 1000 FTEs

c. Good oral and written communication skills. Good interpersonal skills with excellent stakeholder management

d. Good organizational, analytical and problem-solving skills.

e. Need to have a few years of experience in Leadership role across Utilities

f. Ability to handle confidential information in a discreet and professional manner

g. Ability to exercise good judgment, makes decisions in logical and rational manner independently

h. Organized with strong sense of priority and commitment to deadlines

i. Creative; generates new approaches to problems, demonstrates imagination