Senior Delivery Manager - BPO

A leading MNC is looking for candidates as a Senior Delivery Manager for their Kolkata office.

Work Location: Kolkata

Some important pointers required are:-

1. Operation Management

2. Delivery Management

3. Handling Profit & Loss of Multiple Projects at one time (atleast 4-5 projects)

4. Handling very large set of team or people (min. 200+ people)

5. Supporting in creation of RFP's or Proposals

6. Help in optimization of Cost or Revenue

7. Automation of the entire process

The Job Responsibilities include:-

1. Deliver the best customer service experience for customers and consumers

2. Ensure the team responds professionally to all customer requests with the defined TAT via phone, chat or email

3. Focus on continuous process improvement to benefit the client and the project metrics

4. Analyze competitors and the market to suggest new technologies to be implemented

5. Responsible for end-to-end delivery management of new and/or existing projects

6. Manage all client expectations and communication

7. Manage the P&L for projects ensuring margins and client SLA's are consistently met

8. Work with new and existing team members towards ensuring a robust and ongoing training plan

9. Support the pre-sales team to execute pilots towards winning new business from prospective clients

10. Ensure compliance with internal systems and quality policies