Senior Manager - Operations - KPO/BPO/ITeS

Role : Sr.Manager -Operations ( US Shift)

Location : Mumbai / Navi Mumbai

Purpose of the Role :

- Responsible to Design and implement the operations strategy to maximize productivity and hence profitability of the organization

- Lead the entire operations and customer service delivery processes of the company with end to end delivery of required parameters within defined TATs

Key Responsibilities :

- Develop the Operations strategy for the organization, keeping in mind the business requirements

- Drive & track initiatives within functional strategy to completion

- Work closely with senior leaders to create annual plan for operations budget, manpower planning and cost saving initiatives

- Influence the business stakeholders for supporting the backend processes and customer facing processes

- To be responsible for overall performance, cost and delivery of operations

- Analysis of problems and make decisions on solutions. Analysis of complex issues/solutions and escalate to senior management for review

- Conceptualizing & creating logic & process flows and coordinating with the in-house tech team to automate processes and enable better process management

- Review operations of the business on a regular basis and support decision making

- Drive all the key functions effectively with constant focus on innovation & re-engineering of existing processes to make them more efficient

- Work with the Team Leaders to manage and support workloads and escalate issues wherever necessary to avoid failures

- Lead and nurture the operations team by monitoring performance on an ongoing basis and ensuring continuous development of the team.

Qualification & Work Experience :

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

- At least 2-3 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 Engagement & Client Management.

- Any experience in Transition will be an added advantage.