Our multinational client is seeking an experienced Senior Manager to lead a large back-office transaction-processing operation. The position requires strong operations leadership, people management, performance management and SLA-delivery capabilities.
Key Responsibilities
- Ensure achievement of client service levels covering productivity, quality and turnaround time.
- Develop operational strategies to improve service delivery.
- Drive initiatives to reduce employee attrition.
- Improve employee engagement and satisfaction.
- Maintain regular engagement with operations teams.
- Conduct documented monthly performance reviews.
- Oversee quarterly and annual employee appraisals.
- Evaluate performance against quantitative and qualitative measures.
- Coach and mentor agents, team leaders and assistant managers.
- Identify development requirements and implement appropriate action plans.
- Monitor operational risks and escalations.
- Drive continuous process improvement.
- Maintain strong stakeholder relationships.
- Significant experience managing back-office/BPO operations.
- Strong people-leadership experience.
- Proven experience managing SLA-driven operations.
- Experience with performance-management systems.
- Solid understanding of productivity, quality and TAT metrics.
- Excellent communication and stakeholder-management skills.
- Strong analytical and decision-making capabilities.
Required Skills & Experience
How to Apply
Interested candidates should apply through PrimeTalentBridge with an updated résumé highlighting relevant experience, current location, notice period, and current/expected compensation.