Only the candidates who are residing or willing to reside in Nagpur must apply
Must Have:
Working as Senior Operations Manager or prior experience as a senior manager
Insurance domain experience**- MANDATORY
Life and Pensions
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.
Experience in Client-facing projects in a consulting and/or technology professional services organization.
Responsibilities:
Experience in managing large programs of 250+ FTEs
- Own and manage various offshore Customer Journeys & recent 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.
- Experience in managing/supporting transitions of complex projects.