AVP – Operations – Retail/CPG/eCommerce – US – BPO (12-18 yrs)
Role : AVP – Operations (Retail / CPG /eCommerce for US Geography) – BPO
Location : Delhi NCR
Functional Experience :
At least 10+ years in the Service Industry, managing Contact Center operations (Voice + Non-Voice) and Large Teams in excess of 300+ people for Retail / CPG / eCommerce Clients (Processes) for US Geography. The incumbent should have experience in Client Management, SLA Management, Transformation Projects, Transitions and P&L Responsibilities, should have experience in managing Operations , Onboarding New Clients
Education / Qualification : Graduate / Post Graduate in Management
Scope of Work / Area of Influence : Independently managing Client Relationship and ensuring process deliverables are met.
Key Accountabilities :
– Managing P&L
– Consultative Approach to drive transformation in the client business processes
– Customer Experience Management (NPS/CSat)
– Managing performance of team and driving them
– Client & Account Management
– SLA/ KPI Management
– People Management
Job Responsibilities :
– Hiring, Retain and development of best talent in the industry
– Ensure implementation and continuous improvement of quality systems/procedures
– Strategize and implement Continuous Improvement in the existing client’s business Processes.
– Maintaining 100% customer satisfaction Index
– Should have the ability to view one’s own functional area in the wider context of the Client and the company
– Is able to set targets and develop courses of action to achieve the target for self and team members
– Deliver Revenue and Margin goals QoQ/ YoY
Personal Attributes :
– Should have managed International BPO Process for Retail / CPG / eCommerce Clients / Process
– Excellent Communication Skills (Written & Verbal)
– Excellent Presentation Skills/Sound knowledge of MS office
– Excellent Leadership & Man Management & Decision-Making skills
– Strong Customer Focus & Good knowledge of the industry
– Self-Starter with high energy level and ability to handle diverse work pressure and stress
– GB/ BB certification will be an added advantage