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 qualified 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 & recent 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