Manager - Operations - BFSI

Operational Manager

Role: Operational Manager

- Establish measurement metrics and methods for tracking work productivity, utilization, and quality

- Partner with stakeholders to identify, vet, and integrate new tools (as needed) that would enable our team to work more effectively and efficiently

- Measuring Team Productivity

- Measuring Process Productivity - e.g: Nach, Draft, LA, Inprocess

- Optimise Resource planning by leveraging automation & tools

- Monitoring of team to identify and resolve any malpractices or deviation from the Code of Conduct

- Would be able to create a plan for in-house vs outsource to maintain the business growth and process efficiency

- Identifying process improvement and automation opportunities

- Focus on continuous service improvement and cost reduction

- Experience in calling, Email and Chat process with expertise in driving Customer Satisfaction related deliverables. or open to explore new processes

- Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience.

- Able to measure CSAT and productivity

- Good with data and utilise data insights to build strategy

Education: Btech+MBA preferable