Program Manager – Operation – BPO/ITeS (5-6 yrs)

– To manage operations and end to end delivery within pre-decided TAT

Qualification –

Post-graduation or MBA

Work Experience

– 5-6 years of experience in Supervisory role in the service industry

– Experience of handling a team size of 30-50 team members.

Key Responsibilities –

– Managing Operational processes and end to end delivery

– Managing and reviewing work allocation to Internal Team.

– Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations

– Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles

– Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement

– Analyse work load and work flow trends to maximise the effective use of resources

– Ensure the client SLAs are met around assigned deliverables.

– Daily reporting of team performance to Reporting Manager.

– Ensure team targets are met and also re-defined as per the business requirement.

– Performance Management of process owners and team members.

– Address the department/verification related issues and communicate the challenges to concerned stakeholders proactively.

Key Skills

– Must be highly detail-oriented and strong capability to multi-task.

– Must be proficient in Microsoft Word and Excel.

– Demonstrated excellence in analysis, problem-solving, and effective communication.

– Ability to prioritize and manage multiple assignments simultaneously.

– Strong team orientation, communication, creative and analytical skills

– Strong presentation skills

– Team Player & Team Handling ability.

– Self-driven & Result-oriented with a positive outlook.

– A clear focus on high quality and performance targets.


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