Role: Senior Operations Manager-BPO6Experience: 14+ YearsLocation: NagpurOnly the candidates who are residing or willing to reside in Nagpur must applyMust Have:Working as Senior Operations Manager or prior experience as a senior managerInsurance domain experience**- MANDATORYLife and PensionsCurrently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sitesProject Management experienceExperience 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 & 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.- Solid 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.