Location: Cochin/Kochi
Job Summary :
13- to 16 years of banking & financial Services industry experience is a must preferably from Collections contact Center. A must have of- minimum of 2 years of experience managing multi site operations. . Incumbent must to comfortable working in US and EMEA shift
Job Description :
- Leading the account from service delivery perspective, meeting goals for all sub processes in the site as per CPMs as well as Revenue and Profitability goals.
- Focus on maximizing Customer Experience while optimizing costs
- Contributing to the development of short and long term strategic business goals
- Retaining talent and enhancing employee satisfaction for the aligned business
- Developing leadership pipeline to meet short & long-term business goals.
- Drive continuous improvement and look for opportunities to implement automation, robotics, digital strategies within the business.
- Creating appropriate servicing and retention strategies for customers
- Providing functional support to Operations and Team Managers.
- Ensuring growth and development/mentoring of operations managers.
- Monitoring the performance of line supervisors and coaching them, if required Liaison with other support functions of the company affecting customer support
- Responsible for the operational adherence to contractual requirement-
- Provide reporting, feedback & performance of the business to Client as requested
- Creating & ensuring adherence to the Standard Operating
- Procedures- Executing Reports on the performance of various activities.
(Daily performance, Monthly Performance) People Management Responsibilities
Skills :
- Strong interpersonal & client management skills.
- Ability to work and communicate with people across organizational units and client organization.
- Strong decision making, ability to think strategically and translate strategy into action plans.
- Strong analytical skills with an ability to resolve problem with a win-win negotiation approach
- Ability to lead people on large, multi-functional efforts
- Knowledge of PC technology, applications and on-line tools Expert knowledge of service procedures & demonstrated Customer services skills with experience in a voice call center environment Knowledge and experience in robotics, process automation, digitization.
- Ability to coach & develop people in the hierarchy
- Quality Focus: Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement. Thorough understanding of P&L account, planning, forecasting & scheduling to meet SLAs,
- Delivery and adherence to the SOW defined parameters
- Transition experience is a good to have
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