Manager - Engagement Management Services - BPO

EMS Manager

- Manage engagements and multiple work-streams taking complete responsibility for internal and external relationships

- Business Development - look out for opportunities to increase the scope of service on your engagement/identify areas where you can add value

- Demonstrate leadership and executive presence

- Demonstrate excellent presentation and communication skills

- Set performance measurements and ensure that performance goals, including engagement economics, turnaround time and quality targets are met

- Represent the sub-service line practice to external audiences

- Promote diversity & inclusiveness agenda and be an advocate for inclusive work environment

- Identify and champion new services that the sub-service line can perform

- Identify and implement higher value on your engagements and within your teams

- Adhere to practice protocols and other internal processes consistently

- Be involved in the recruitment process and bring in the right talent

- Develop, coach, mentor your team as appropriate

- Lead training sessions for the practice, internal teams / engagements

Personal Qualities:

- Organisational and process skills

- Problem solving skills

- Interpersonal skills - Enjoys working with people and developing people, with key focus on managing effective teams

- Motivate, coach and mentor direct reports

- Adaptable and flexible

- Influencing and negotiation skills