Senior Manager - International Backend Operations - Captive Centre

- Will be heading and providing functional leadership to the operations of the Captive Centre backend operations team

- Overall accountability for the entire backend operation and coordination with team sitting across geography.

- To manage the operational activities and challenges of allocated all 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 operations through strategic interventions.

- Create, mentor and lead an effective team.

- 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 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

- Ensure adherence to committed quality, accuracy & turnaround of the processes.

- Develop & monitor key indicators that will help track and control process capabilities and ensure productivity enhancement.

- Develop tools & techniques to mitigate cost of bad quality.

- Work closely with the transition team to achieve seamless migration of the processes.

- Provide direction to reshape processes & encourage continuous improvement teams to identify & implement process improvements.

- Develop & sustain relationships with customers with a view to proactively enhance customer service levels & resolve service issues.

- Agree on Technologies support & proactively escalate issues impacting customer service

- Lead & motivate the operations team to ensure their development through direct coaching/feedback wherever required and control attrition

- Effectively implement rewards/recognition, appraisal & Incentive programs.

- Ensuring there is appropriate and adequate training interventions so as to improve operating knowledge & other soft skills.

- Create cross-functional project teams to encourage team building & employee development.