Manager - Operations - BPO

Responsibility:

To create a work culture focused on customer delight, by team building, training and educating of managers. To consciously strive for client satisfaction. To liaison and service client expectations. To build professional teams by continuous coaching, instilling discipline and maintaining stringent quality standards.

Primary Functions/Responsibilities:

- Manage the team, with direct responsibility for achievement of process goals and employee satisfaction

- Coach leaders in shift management skills, review of team performance and report generation for performance analysis and feedback.

- Be the Point of escalation for all HR / Admin related issues

- Ensure confidential information are safe

- Arbitrate between different units and sub-units on work allocation and responsibility

- Translate business and client goals into individual deliverables

- Evaluate problems, conduct root cause analyses and take appropriate improvement measures with adequate control mechanisms

- Motivate the team, as a prime responsibility

- Ensure process and SLA compliance, while at the same time maintaining and improving process profitability through productivity measures

- Identify and consolidate business growth opportunities at the client end

Skills Required

- Computer usage: MS Office applications

- Planning and Scheduling Skills

- Organizing Skills.

- Interpersonal Skills

- Leadership and Teambuilding Skills

- Decision Making skills

- Positive attitude/empathy towards people

- Excellent communication skills

- Client Management skills

- Conflict Management/Resolution Skills

- Presentation Skills

- Coaching Skills

Knowledge Required:

- Knowledge of client & end user requirements

- Global Business Trends and Best Practices

- Knowledge of Cross Cultural etiquettes to interact with clients from across the globe

JOB SPECIFICATION:

Educational Qualification:

- Graduate/Postgraduate qualification in Business Management/Operations.

Work Experience:

- 7- 10 years with superior people management skills, preferably in Service Industry and banking domain

- BPO operation of Banking process

Working Days - 6 days - fixed Sunday Off

Timing - Day shift - should have to Stretch when needed