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  • 14 - 19 Years
  • Posted : 29 days ago

Job Description:

Service Delivery & Operational Excellence

a Experience of 14 + years in managing and growing operations across BPO in Capital Markets/Financial Services Experience in a third part BPO set up is preferable

b Measures effectiveness and efficiency of the Operational processes and should be able to drive technological interventions to build scale and efficiency

c Manage End to End Service Delivery and drive Quality as a differentiating factor with regards to Process Excellence

d Work very closely with Delivery teams on TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level and adherence to SLAs

e Strategize & Build the frame work and ensure to stream line existing SOPs in co-ordination with the Service Delivery Heads

f Conducts monthly Business Reviews with the Service Delivery teams and work closely with them on the Operational improvements

g Deliver high quality service through all touch points for the Clients/Investors

h P&L Management through Effective budget allocation and manage overall Cost of Operations

i Innovate to augment productivity and thrive constantly to improve on Quality and Turnaround Time

2 Technological Interventions

a Brief understanding on the Technology aspects of business and should be able to cast the Tech roadmap in terms of expectations in building a strong Technological Process road map

b Identify the need and scope of automation in various processes and work closely with the IT team

c To keep updated on trending Operations requirements and manage internal stakeholders & Clients to build efficiencies of scale through IT as a platform

3 Client Management

a To front end the Service Delivery teams and focus on Client Relationship Management

b To be a facilitator between the client and Service Delivery teams and take lead in proactive Client communication

c Ensure the SLAs are met as per the contractual agreements and Client expectations are accorded

d Manage Client reporting and Dashboard of activities in time & take corrective action based on it

e Institute sturdy communication channels with the clients to manage escalations and take proactive steps to avoid any form of escalations

4 Team Management -

Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management

Educational Qualification

1 MBA - From a reputed University

Competencies/ Skills Required

- Strong Operational Knowledge, Service Delivery, Customer centricity & relationship management

- P & L Management & Cost Optimization

- Experience in handling large and diversified teams

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 15th Apr 2020

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