Senior Manager/Assistant General Manager - Operations - Credit Card Collections Domain - BPO

We are seeking for a Operations Leader with exposure in Credit Card Collections (BFSI) for our very dear client based out of Bengaluru.

Job Description: -

Will be heading and providing functional leadership to the operations of the BPO team

- Overall accountability for customers with multiple shift operations.

- To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLA's and timeliness.

- Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.

- Build and maintain effective long-term relationships with key members of the client team.

- Be prepared to innovate and actively seek out-of-the-box solutions.

- Will manage the BPO process independently and ensure business profitability.

- Will drive business and interfaces with the clients.

- Will be responsible for continuous business process improvements.

- Product goals achievement

- Provide customer service expertise and thought leadership across processes

- Determining project roadmap

- Driving product improvements through Product benchmarking and analyzing market data and trends.

- Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire right skills for the product.

- Identify opportunity for growth of the product and participate in transitions.

- Driving best practice sharing through processes

Pooja Saxena
Principal Consultant