Required skills :

- Over 20+ years of relevant experience in the BPO industry.

- Ability to manage and build large delivery teams - able to drive employee engagement

- Must have strong understanding of BFS domain, platforms, strategy and business ecosystem

- Background and experience in IT, Platforms, Products relevant to BFS will be an added advantage

- Strong understanding of all aspects of business, managing P&L and leading global operations

- Strong experience in onshore-near shore-offshore model

- Should have in-depth understanding of evolving market trends and challenges being faced in BFS

- Should be able to transform current Operations and take them to the next level with emphasis on sustainable year-on-year growth.

- Strong in communication and interpersonal skills, stakeholder management, influencing and collaborating both within Clients and own organization

- Process expertise and right mindset to create value for our customers

- Six Sigma qualified and domain expertise in at least one specific domain

- Strong leadership traits - strategic thinker as well excellent in execution

Roles and Responsibilities :

- Owning and delivering of business results for BPO BFS practice

- Collaborate and work closely with IT teams on platform and operational integration - developing ITOPs/Stack solutions

- Interact and partner with business leaders to drive large scale process change and innovation in support of our strategic objectives and operating plans that will impact growth, customer satisfaction, productivity and operational excellence

- Support in building pipeline for overall practice and sales pursuits in conjunction with onsite BFS/BPO CSG teams

- Support pre sales, CSG teams in new pursuits and creating new Service Line and associated Go To Market Strategy

- Meet prospective/existing customers with the objective of growing the business at a faster pace than the Industry.

- Leading global operations and running them efficiently and effectively while striving for best-in-class standards

- Responsible for Employee engagement and retention of key talent.

- Driving process excellence initiatives to enhance quality of output and improved control environment.

- Introduce automation to provide value added services and productivity benefits

- Deliver on CSAT/NPS targets and ensure that customer engagement is always in - Promoter- zone

- Collaborate with cross functional business units (as identified above) to drive end-to-end process consistency, maturity & effectiveness

- Advocate and drive adoption of - best practices- to ensure standardization across business functions within Customer Operations organization in processes and automation solutions

- Demonstrated track record of leading within complex organizations requiring strong influence management skills - ability to work cooperatively at all levels in matrix environment to build and maintain the positive relationships required to accomplish organizational goals

- Build and enhance the capabilities of the team through quality and continuous improvement efforts

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