Manager - BPO Sales & Services - Offshore Lead

Roles & Responsibilities :

- The role consists of leading, managing and being accountable for the performance of the Retail Operation in India, apart from being a member of senior team responsible for and supporting BP (Business Process) function within X.

- The successful candidate will also be expected to set, monitor and deliver X's business plan and budgets.

- The successful candidate will also be expected to set and deliver the Retail Operations Strategy that aligns to the UK Retail Operations and Strategy and compliments the X Business Plan.

- Contribute to strategy and policy development as a member of the Retail Operations Senior Management team

- Create a great working environment that treats everyone fairly and listens and acts on feedback with a view to making the operation a better place to work for all.

- Adopting measures in collaboration with UK and demonstrating thought leadership and lessons learnt from other organisations etc. as appropriate to ensure successful delivery of contracted KPI's and service levels are maintained consistently.

- As a key member of the X Sr. Mgmt Team you will be required to leverage your business acumen, management experience, change management skills and preferably insurance sector expertise to help provide strategic design and service delivery across the Retail department within X.

- Demonstrate in-depth knowledge of processes e.g. being visible on the floor, scheduling appropriate and regular performance appraisals, proactively discussing improvements etc.

- Monitor the health of the business with a view to identifying and acting on development needs and trends.

- Establishing and fostering strong relationships internally and externally with UK colleagues, customers and stakeholders.

- Meet local and corporate objectives and by personal example, demonstrate X values, whilst maintaining knowledge of market and changing conditions.

- Develop direct reports and other centre staff by adopting a coaching style, identifying and acting on development needs. Ensure delivery of the Performance Target Review (PTR), and Personal Development Plan (PDP) processes.

- Ensure the requisite audits (internal and external) are undertaken and that development needs are identified and acted on.

- Ensure the quality and cost effectiveness of services purchased if and when required.

Mandatory :

- International BPO sales background.

- Extensive Insurance Domain knowledge

Client : Captive offshore of a global MNC ('Fortune 20' company)

Qualified candidates strictly meeting the above criteria may revert back with a copy of their recently updated resume.