• Assistant General Manager - Non Voice Operations - Telecom/Consumer/Banking Sector - BPM Jobs in Hyderabad,India - 24759473

  • InnoQuest Consulting
  • Save Job
  • 12 - 18 Years
  • Posted : above 1 month

Job Description:

AGM - Operations Non Voice (Telecom,Consumer,Banking)

This is a core operations role managing a size of 300+ as AGM Ops with a reputed BPM client

Key Result Areas (KRAs)

a Customer related

- Ensure customer policies, procedures and contractual agreement are consistently met

- Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients

- Provide strategic guidance to the operations managers to ensure service delivery

- Ability to demonstrate business insights and engage in - value add- conversation with clients

- Ability to correctly interpret root cause and derive appropriate plan of action to fix Operational issues / challenges

b Financials related

- Full P&L responsibility focused on achieving operations metrics

- Manage- Profitability of teams, Productivity of teams and Cost of Revenue

- Drive cost control measures across operations

c People related

- Maximize utilization of resources

- Approve resource planning, recruitment training and other development plans for the teams Mentor and guide direct reports and work closely with all Managers and intervene appropriately to create a competent and close-knit team

- Collaborate with all functional areas for smooth running of Operations

d Process related

- Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans

- Ensure timely and accurate reporting of performance metrics and SLAs to the Management

- Identify and resolve problem situations as a final point of escalation

- Ensure timely preparation and review of goals and development plans for direct reports Ensure accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to all levels of hierarchy

- Review performance achievements and targets regularly with Operations Managers / Operations Assistant Mangers and provide strategic direction to improve service delivery

2 Secondary responsibilities (if any)

a Customer related

- Support Account Managers and Sales teams to expand opportunities with clients through organic growth

b Financial related

c People related

- Ensure effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives

- Create a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams

- Ensure sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition Motivate and develop managers to include specific attention to individual development

- Handle all employee related escalation if intervention required

d Process related

- Develop an organization structure that is in line with the business objectives and needs

- Manage multiple services across the organization and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics

Required Qualifications/ Experience/ Certifications

Experience (years) 12+ years

Certifications (Technical / Non-technical), if any - Green Belt certification from a reputed organization

Desired Skills / Knowledge

- International BPM experience with US/UK client exposure

- Team handling skills is a mandate

- Experience in Telecom,Consumer,Banking process


- Good people management

- Excellent Relationship

- Analytical


- Positive attitude

- Ability to work in a challenging environment with strict SLA and deadlin

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 02nd May 2020

Key Skills:

Would you like to try out these free online tutorials?

People who search this job also searched for the following Keywords


All rights reserved © 2018 Wisdom IT Services India Pvt. Ltd DMCA.com Protection Status