Assistant Manager/Manager/Senior Manager - BPO Operations & Sales Specialist

A young, rapidly growing BPO, focused on specialising in the US Mortgages processing, is looking for a team head for all its operations. The role would also entail heavy client interface for sales conversions and client acquisitions.

Interface Communication/Business Relationships

1. With Directors

2. With Team Leaders/Process Manager

3. With Human Resources

4. With clients

Job Responsibilities

KRA's & KPI- s

Planning & Strategizing

- To determine and plan operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- To identify and evaluate state-of-the-art technologies; define user requirements

- To establish technical specifications, and production, productivity, quality, and customer-service standards;

- To collate information and contribute the analysis to organizational strategic plans and reviews.

- To plan and estimate business requirements, preparing annual budget, scheduling expenditures, analyzing variances and initiating corrective actions if required so as to meet the financial objectives

- Use past data trends to analyze and devise coaching and feedback plans for team and group leads-

- Plan & provide advice and assistance to senior management in the planning, implementation,- Evaluation/modifications to existing operation, systems and procedures

- Work with team leaders to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations

- Monitor costs and losses incurred by managing teams contribution to the greater Customer Experience budget

- Analyze risks, potential gains and issues to anticipate advancements and opportunities which shall contribute to overall business profitability.

Operations

- To maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; conducting system audits and analyses; managing system and process improvement and quality assurance programs.

- To assist in selecting suitable candidates, training coaching & counseling of team members

- To prepare business performance reports by collecting, analyzing, and summarizing data and trends.

- To accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

- Conducting needs assessments to drive productivity /Quality & deliver on performance Service Level Agreements.

- Assist in process improvement & maintain performance standard by conducting weekly and monthly internal and external performance reviews & prepare strategies to improve and better performance-

- Providing daily direction and strategic inputs to the team and Monitor LOB level work allocation

- To ensure that SLA's defined by the client are achieved so that that all processes run smoothly and meet- the desired standards

- Lead and drive change management as and when required as per business requirements

- Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate

Establish and maintain a working environmental conducive to positive morale, individual style, Quality, creativity, and team work

Client Relationship Management

- To manage client expectation & required deliverables.

- To communicate regularly with clients so as to ensure that the outsourced processes meet their standards of quality and efficiency

- To handle client escalation and to be a part of issue resolution

- To assist in client on boarding process and actively contribute in the activation plan

Team Management

- Assist team members by providing expertise and lead whenever required

- To develop and nurture future leaders

- Identify and conduct technical training as and when required.

- Motivate teams and take care of people management issues, champion Mission to help teams understand how their work contributes to end goals.

- Lead & mentor process improvement programs.

- Support team leaders to implement new directives and to create team cohesion and fulfillment

- Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of into meaningful and clear goals

Client acquisition

- Assist in new business enquiries on presenting the technical strengths to the clients

- Closing on new business opportunities for the company by supporting on the technical process identification for new clients

- Develop relationships with potential clients through presentations, business social Networking.

- Recommend which opportunities the business should pursue using criteria such as highest probability of winning, profit potential, etc.

- The process mapping for the potential clients in US loan mortgage

- Defining the elements of the process and the execution plan

Competencies

Technical & Strategic

- Thorough understanding of BPO processes and mechanisms

- Development of new processes

- Monitoring and auditing skills

- Ability to deal effectively in high pressure, dynamic situation independently

- Knowledge and thorough understanding of US mortgage process

- Knowledge of US regulatory guidelines and requirements

- Detailed Knowledge of Loan Origination Cycle- Loan Application, Processing, Underwriting, Closing, Knowledge of different types of mortgage and its functioning

- Knowledge of functions of Title companies

- Knowledge of critical closing documents

- Understanding of technology processes with respect to BPO

- Knowledge and thorough understanding of US mortgage process

- Knowledge of US regulatory guidelines and requirements

- Detailed Knowledge of Loan Origination Cycle- Loan Application, Processing, Underwriting, Closing, Knowledge of different types of mortgage and its functioning

Behavioral Competencies

- Adaptable and Flexible

- Attention to details

- Assertive and Consultative

- Ability to influence others especially peers

- Leadership skills

- Persuasive skills

- Eye for detail

- People Management skills

- Calmness and a non threatening approach

- Leadership skills

General Competencies

- Excellent Communication

- Proctiveness

- Strong analytic, interpersonal skills

- Problem Solving & Decision making ability

- Excellent Communication

- Strong analytic, interpersonal skills

- Problem Solving & Decision making ability