Program Manager - Operation - BPO/ITeS

- To manage operations and end to end delivery within pre-decided TAT

Qualification -

Post-graduation or MBA

Work Experience

- 5-6 years of experience in Supervisory role in the service industry

- Experience of handling a team size of 30-50 team members.

Key Responsibilities -

- Managing Operational processes and end to end delivery

- Managing and reviewing work allocation to Internal Team.

- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations

- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles

- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement

- Analyse work load and work flow trends to maximise the effective use of resources

- Ensure the client SLAs are met around assigned deliverables.

- Daily reporting of team performance to Reporting Manager.

- Ensure team targets are met and also re-defined as per the business requirement.

- Performance Management of process owners and team members.

- Address the department/verification related issues and communicate the challenges to concerned stakeholders proactively.

Key Skills

- Must be highly detail-oriented and strong capability to multi-task.

- Must be proficient in Microsoft Word and Excel.

- Demonstrated excellence in analysis, problem-solving, and effective communication.

- Ability to prioritize and manage multiple assignments simultaneously.

- Strong team orientation, communication, creative and analytical skills

- Strong presentation skills

- Team Player & Team Handling ability.

- Self-driven & Result-oriented with a positive outlook.

- A clear focus on high quality and performance targets.