Only the candidates who are residing or willing to reside in Nagpur must apply
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Must Have:
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Working as Senior Operations Manager or prior experience as a senior manager
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Insurance domain experience- MANDATORY
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Life and Pensions
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Currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites
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Project Management experience
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Experience in the use of technical/statistical tools to drive process improvements.
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Experience in Client-facing projects in a consulting and/or technology professional services organization.
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Responsibilities:
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Experience in managing large programs of 250+ FTEs
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- Own and manage various offshore Customer Journeys & new Transitions
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- As part of the team, the individual will manage end to end journey for offshore team
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- The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head.
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- Solid and proven track record in delivering large sized transformation programs
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- Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span
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- Will also be responsible for driving improvement customer experience and transformation across the journeys
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- Impeccable operational acumen and ability to problem solve and resolve conflict
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- Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer's ability to meet them
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- Experience of Driving Digital Transformation across a portfolio of accounts.
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- Ensure resources, capabilities and capacity to meet Customer requirements.
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- Initiate process, productivity and service improvements to improve Customer Satisfaction
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- Demonstrates a breadth and depth of operational service delivery manag