Job DescriptionRole: Senior Operations Manager-BPO6
NExperience: 14+ Years
NLocation: Nagpur
NOnly the candidates who are residing or willing to reside in Nagpur must apply
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.
NResponsibilities:
NExperience in managing large programs of 250+ FTEs
N
- n
- Own and manage various offshore Customer Journeys & new Transitions N
- As part of the team, the individual will manage end to end journey for offshore team N
- 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 trackrecord in delivering large sized transformation programs N
- Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span N
- Will also be responsible for driving improvement customer experience and transformation across the journeys N
- Impeccable operational acumen and ability to problem solve and resolve conflict N
- Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer's ability to meet them N
- 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 Satisfaction N
- Demonstrates a breadth and depth of operational service delivery management expertise, in an intern