Senior Manager - Operations - Service Delivery - Banking Domain - BPO

The Delivery Leader, Operations will be responsible to manage the service delivery for a domestic customer. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture, and can balance strategic vision and thought leadership with execution excellence.

Profile & Experience:

- 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.

- Expertise in Operations, KPI Delivery & Client Management

- Successful track record in growing and inspiring large teams , with proven ability to select, attract, motivate, retain, and develop leaders and team members.

- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

- Experience of managing P&L, driving performance and growing businesses

- Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.

- Analytical acumen and the ability to streamline complex processes.