Senior Manager - Operations - BPO

- Senior Manager Operations Reporting To Vice President Operations

- Manage the operations and customer service delivery process for the assigned projects/clients with end to end delivery of required solutions within pre-decided TATs and quality parameters Qualification - Post-graduation or MBA (Preferred) Work Experience 

- Minimum 8 years in operations with at least 5 years of team management experience. (Team size - More than 30 people)

Key Responsibilities :

- Act as a domain expert for Operations Department 

- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations 

- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles 

- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement 

 - Lead projects of improvement and track measures/processes to improve quality and productivity 

- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources 

- Establish/publish Standard Operating Procedures 

- Analyse work load and work flow trends to maximise the effective use of resources 

 - Ensure team complies with all quality standards and performance measures. 

 - Weekly reporting to the Management for reviewing team and client's performance metrics 

- Actively promote, implement and comply with Departmental policies, procedures, practices and principles. 

 - Responsible for outward facing facilitation (educational bodies, professional associations). 

 - Ensure that appropriate (internal/external) customer service standards are achieved and maintained. 

 - Define customer satisfaction parameters and track customer satisfaction 

- Play a key role in the Automation Projects to bring down the Cost per check.

Key Skills : 

- Problem Solving ; Team Management and Interpersonal Skills 

- Planning and Organizing 

 - Excellent Verbal and Written Communication Skills 

- Good in MIS and analysis of all data. 

 - Good knowledge of MS office Measure of Success; Operations Delivery Management 

- TAT of Customer Query Resolution - Increased Customer Satisfaction Score