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11/10 Sowmini
Consultant at Innoquest

Views:3987 Applications:343 Rec. Actions:Recruiter Actions:0

Senior Manager - Transitions - BPO (7-14 yrs)

Bangalore Job Code: 753108

Competencies Key Parameters

Think Strategic (a) Big Picture Perspective:

- Transition and Project Planning

- Identifying Process Improvement Initiatives to drive process excellence

(b) Business Acumen:

- Adherence to company policies

- Reporting the financial metrics dashboard to the internal management team

- Co-ordinate on Process Quality requirements

- Reporting the process performance through the Roadmap review

- Review SOW

Drive Results (a) Planning & Organizing:

- FTE Capacity Planning Vs Forecasted workload/volumes with clients

- Identify potential business growth opportunities

(b) Directing & Monitoring

- Define and review KRA's for Process Managers

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact

(c) Accountability

- Ensuring the process meets and exceeds the defined Service Levels

- Review Customer Escalations and Provide Effective solutions

- Ensuring the accuracy of transactions and billable hours.

- Ensuring complete responsibility of the process-related deliverables

- Consolidating the invoicing details for client's approval

- Review and Report Project updates to senior management.

- Handling client escalations

(d) Problem Solving & Decision making

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational challenges

Partner with Customers (a) Relationship Building

- Identify and suggest innovative solutions on existing business

- Provide cost benefit solutions to Partners.

- Build customer rapport.

- Liaison with Internal customers.

(b) Passion for excellence

- Driving Perfect Service and Identifying Value adds

Lead People (a) Managing Self

- Identify and participate in training / developmental programs

(b) Inspiring Others / Managing Teams

- Identify developmental programs for Process Managers

- Manage and address second level team escalations.

- Motivate and encourage team members.

- Handle skip level meetings for the processes.

- Grooming and creating back-ups for the Managers

Desired skill sets - US health care (ERISA/HIPAA/State Mandates)

- Process SLA

- Awareness of ISO, ISMS

- Telephone etiquettes

- MS office

- High Level Process Knowledge

- Effective communication

- Good analytical skills

- People Management

- Feedback and Counseling

- Presentation

- Coaching and Mentoring

- Handling Multiple processes and Large teams

Desired qualifications (including certifications) :


- Graduates/Post Graduate

- Certifications : BPO and KPO Practices, Any Quality know-how certifications, Exposure to current Industry trends and discussion forums/programs

- Desired years of experience 9 years or above with 2 years as Manager

Internal Customers, if any Management

External Customers, if any Client

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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