Sr. Group Manager Operations - Diversity Role (Female Candidate)
About Company: NYSE Listed, A leading Business Process Management (BPM) company.
Job Description:
- Actively participate in transition and put systems and audit requirements in place from start-up stage and ensure adherence/Compliance in case of stable operations
- Contribute productively in client/customer reviews/meetings
- Drive SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken
- Initiate best practice sharing across the team. Performs autonomously, initiates and manages complex, departmental and/or cross- company work.
- Successfully handles most non-routine issues on a timely manner
- Drive culture of data based decision making
- Develop team and improve customer focus
- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQC's)
- Follow appraisal and feedback mechanism
- Drive and mentor Continuous Improvement projects (Lean and Six sigma based)
- Drive VOC/VOE across the team and maintain/improve the scores
- Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.
- Good analytical ability, good in communication, good with client management, Good in driving Operational KPI's and SLAs.
Additional information:
Knowledge:
- Excellent Communication Skills
- Microsoft Office skills high
Capability:
- Team Working
- Ability to work in different shifts
- Decision Making
- Drive Initiatives
- Stickler for timelines
- Worked in relevant Industry, BPO / Insurance preferred
- Knowledge of Six sigma desired
- Excellent communication skills, should be able to communicate with external customers and senior leadership
- Should have an analytical bent of mind
- Should be able to handle a team of 25 -30 resources to start with (the numbers will grow in future)
- Should be a good mentor
- Knack for detailing, drilling down , root cause analysis
- Process improvement skills based on the root cause analysis
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