Senior Manager – Operations – BPO/ITeS (10-15 yrs)

– Manage the operations and customer service delivery process for the assigned projects/clients with end to end delivery of required solutions within pre-decided TATs and quality parameters

– Act as a domain expert for Operations Department

– 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.

– Lead projects of improvement and track measures/processes to improve quality and productivity

– Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources

– Ensure that appropriate (internal/external) customer service standards are achieved and maintained.

– Define customer satisfaction parameters and track customer satisfaction

– Play a key role in the Automation Projects to bring down the Cost per check.

– Good in MIS and analysis of all data.

– Process improvement initiatives