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 skilled services organization.
NResponsibilities:
NExperience in managing large programs of 250+ FTEs
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Own and manage various offshore Customer Journeys & current 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