Job Description
Role: Senior Operations Manager-BPO6
nExperience: 14+ Years
nLocation: Nagpur
nOnly the candidates who are residing or willing to reside in Nagpur must apply
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nMust Have:
nWorking as Senior Operations Manager or prior experience as a senior manager
nInsurance domain experience- MANDATORY
nLife and Pensions
nCurrently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites
nProject Management experience
nExperience in the use of technical/statistical tools to drive process improvements.
nExperience in Client-facing projects in a consulting and/or technology professional services organization.
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nResponsibilities:
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nExperience in managing large programs of 250+ FTEs
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- Own and manage various offshore Customer Journeys & new Transitionsn
- As part of the team, the individual will manage end to end journey for offshore teamn
- The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head.n
- Solid and proven track record in delivering large sized transformation programsn
- Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the spann
- Will also be responsible for driving improvement customer experience and transformation across the journeysn
- Impeccable operational acumen and ability to problem solve and resolve conflictn
- Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet themn
- Experience of Driving Digital Transformation across a portfolio of accounts.n
- Ensure resources, capabilities and capacity to meet Customer requirements.n
- Initiate process, productivity and service improvements to improve Customer Satisfactionn
- Demonstrates a breadth and depth of operational service delivery management expertise, in an international en