Job Description
Role: Senior Operations Manager-BPO6 Experience: 14+ Years Location: Nagpur 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 skilled 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.
- 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 comple