Senior Manager - Client Delivery/Operations - BPO

Role : Senior Manager - Client Delivery/ Operations ( APAC Region)

Location : Mumbai ( Thane)

Position Purpose Statement :

Responsible for the Operations for clients within the APAC region and ensuring excellent delivery on all Service Level Agreements such that clients' revenue is maintained and grown.

Nature & Scope of the Role :

1. Effectively manage the team to ensure required outputs are met in line with quantitative and qualitative goals; specifically ensuring a smooth and systematic workflow; proactively initiate and put forward plans to achieve pre-determined goals.

2. Driving high levels of standards and strongly leading a culture of service and accountability across all aspects of client delivery by providing an active focus on people development, which include but are not limited to conduct competency gap analysis for each team member, design development opportunity for each set of competency, build and maintain a talent pool;

3. Co-ordination of operational resources to ensure delivery of products and services in line with service level and financial budgets;

4. Maintain the highest level of platform knowledge such that mapping and ongoing development of workflows to ensure optimal efficiency; speed, accuracy and client satisfaction, is achieved seamlessly;

5. Maintain a high level of product and service knowledge

6. Monitor quantity and quality of the team's outputs and implement corrective measures where necessary;

7. As a senior leader, provide administrative support to the local teams

Required Skills/Related Knowledge & Experience:

1. Strong team management background, with 8+years related experience

2. Proven track record in successful research and verification delivery

3. A mature outlook with a focus on people development

4. Experience in delivering high volume outputs

5. Experience in managing on-shore/off-shore operations and resource planning

6. The ability to manage multiple improvement projects, track activities and meet deadlines;

7. Excellent communication and interpersonal skills

8. The ability to self-manage and driven to achieve goals

9. English - Advanced level (both written and spoken)

10. Advanced computer literacy - Microsoft Office suite of products including but not limited to Microsoft Word and Excel

11. Strong rapport building skills

12. A strong focus on accuracy and high attention to detail