Manager - Operations - BPO/KPO

- Meet key client contacts regularly to discuss operations and identify opportunities for service enhancement

- Increase client satisfaction scores

- Conduct in-country employee appraisals & development planning

- Ensure processes and procedures are observed at all times and updated regularly in all countries

- Encourage teamwork by fostering a positive, cohesive, collaborative, and team-oriented working environment

- Ensure robust succession planning

- Understand and enforce company policies and procedures

- Manage monthly billing, reporting and finances effectively

- Apply sound information-gathering and analytical skills to problem-solving

- Propose and review business development opportunities

- Ensure on-time and accurate reporting

- Manage client-instigated special projects including software implementation & upgrade

- Provide fast turnaround to client ad hoc reporting or information requests

- Conduct annual customer satisfaction survey