The primary responsibility for the position is to manage about 100 - 120 people, will have interactions with client facing teams and will be responsible for building the credibility of the team and self. Candidate must work on building and maintaining a high performance team maintains very high aspirations in terms of quality, productivity and accuracy. Responsibilities: - Responsible for the end-to-end operations delivery. - Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations - Be part of SLA discussion and ensure adherence to SLAs and improve operational performance - Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc - Provide coaching and feedback to team members to enable them to improve their performance - Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements - Drive reward and recognition activity on the floor - Client management - Ensure compliance with internal policies and procedures, external regulations and information security standards - Create a workforce requirement plan for the engagement when the team is growing and future business is expected - Hold appraisal for the Process leaders and Team leaders in the Hierarchy Skills: - Leadership Skills & Team Management - Client Interaction Experience - Must have acute problem solving skills, consensus building and influencing skills and a strong analytical capability. - Excellent organizational skills, attention to detail and flexibility as well as the ability to work effectively with global cross-functional teams in a fast-paced environment. - Proficiency in Microsoft Office applications to include Excel, Word and PowerPoint. - Excellent process management skills including process design and improvement (basic awareness of lean, continuous improvement concepts) - Must possess excellent written and verbal English communication skills. - Must be a team player and should be target oriented. - MIS

Mumbai

Manager/Senior Manager - Operations - BPO 

Manager/Senior Manager - Operations - BPO  ,Job Description for Manager/Senior Manager - Operations - BPO  in HireaJackal in  Mumbai for (8-12) years of experience. Apply Now!

Job Description for Manager/Senior Manager - Operations - BPO  in HireaJackal in  Mumbai for (8-12) years of experience. Apply Now!