Senior Manager - Client Services & Operations - BPO/ITeS - US Shift

Role - Senior Manager - Client Services & Operations ( BPO / ITeS) - US Shift

Location - Mumbai

The primary responsibility for the position is to manage about 100 - 120 people, will have interactions with clients in Americas Region / other client facing teams and will be responsible for building the credibility of the team and self. The individual must work on building and maintaining a high performance team, maintains very high aspirations in terms of quality, productivity and accuracy.

Roles and Responsibility -

- Responsible for the end-to-end operations delivery  

- Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations

- Be part of SLA discussion and ensure adherence to SLAs and improve operational performance

- Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc

- Provide coaching and feedback to team members to enable them to improve their performance

- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

- Drive reward and recognition activity on the floor

- Client management

- Ensure compliance with internal policies and procedures, external regulations and information security standards

- Create a workforce requirement plan for the engagement when the team is growing and future business is expected

- Hold appraisal for the Process leaders and Team leaders in the Hierarchy

Qualification & Work Experience :

- Post Graduate / MBA with Min.10 to 12 years of relevant experience in Operations in BPO / ITeS Industry

- At least 3+ years- experience of leading large operations team & Willing to work in US Shifts.

- Green Belt or Black Belt preferred with experience in managing operational quality

- Should have experience into Client Interaction Experience, Client Engagement & Client Management.

- Any experience in Transition will be an added advantage.

- Must have acute problem solving skills, consensus building and influencing skills and a strong analytical capability.

- Excellent process management skills including process design and improvement (basic awareness of lean, continuous improvement concepts)