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18/03 Ashish
Director at Antrors HR Solutions

Views:3478 Applications:523 Rec. Actions:Recruiter Actions:29

Senior Manager - Client Services & Operations - BPO/ITeS - US Shift (10-16 yrs)

Mumbai Job Code: 809849

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)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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