Operations Manager
About the role
Job Role: Senior Operation Manager – Back Office Operations
Preferred Experience: 14+ Years
Location: Pune / Mumbai Kolkata
Key responsibilities:
Experience in managing large programs of 250+ FTEs
Own and manage various offshore Customer Journeys & new Transitions
As part of the team, the individual will manage end to end journey for offshore team
The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head
Strong and proven track record in delivering large sized transformation programs
Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span
Will also be responsible for driving improvement customer experience and transformation across the journeys
Impeccable operational acumen and ability to problem solve and resolve conflict
Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them
Experience of Driving Digital Transformation across a portfolio of accounts
Ensure resources, capabilities and capacity to meet Customer requirements
Initiate process, productivity and service improvements to improve Customer Satisfaction
Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment
Excellent analytical and problem-solving skills
Experience in managing/supporting transitions of complex projects
Self-motivated Leader with a keen eye for detail and ability to deal with ambiguity and complex operations
Skills Required:
Experience in Client-facing projects in a consulting and/or technology professional services organization
15+ or more of management experience and currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites
Project Management experience
Experience in the use of technical/statistical tools to drive process improvements
Essential Requirements
Graduate
Strong written and verbal communication- English
Location
Kolkata
Job Function
BUSINESS PROCESS SERVICES
Role
Manager
Job Id
420471
Desired Skills
Insurance
Desired Candidate Profile
Qualifications : BACHELOR OF BUSINESS MANAGEMENT
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