Senior Manager - US BGV - BPO Process

Job Description :

The key services include on-demand employment background checks, drug testing, Form I-9, employment and education verifications. Candidate should have extensive operating experience particularly in criminal research for US and managing the background screening blended process i.e. involving data & voice.

Primary Duties & Responsibilities :

- Responsible for day to day operations; meeting defined SLAs and KPIs for the process

- Define and implement operations strategy, structure, and processes

- Should have good understanding of the business products /services

- Manage staffing needs for the operations team including recruitment, retention and budgets

- Coach, mentor and develop the talent to drive high performance

- Effectively manage the P&L and ensuring that revenue targets are achieved or exceeded Engaging with Client process team and work on project that improve client processes and drive client value

- Identify new business opportunities (Farming) including new markets, growth areas, trends, products and services

- Manage VOC (Customer Satisfaction) for the account through governance and timely detection and prevention of issues while aligning with the client business objectives

- Ensure timely preparation and validation of monthly invoice, forecast Revenue and Headcount for the account

- Be proficient in comprehending SOW / Contract nuances for the account

- Provide regular performance updates to the senior leadership team.

- Monitor performance to proactively identify efficiency issues and propose solutions.

Desired Experience and Skills:

- Degree with 12 to 15 years of related experience; MBA preferred

- Excellent Communication skills; Strong Client interaction & Account management skills

- Strong business acumen with a broad understanding of fundamental business principles

- Large team management experience-should have managed team size of at least 100+ in US BGV operations

- Lead by example (Result oriented, energetic, punctual, and respectful of others and being a team player)

- Foster an environment of continuous improvement by identifying opportunities to streamlines processes.