Associate Principal - Customer Operations - BPO/ITeS

Customer Operations Associate Principal

Customer Operations Program Manager

Responsibilities:

- Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

- Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

- Prepares performance reports by collecting, analysing, and summarizing data and trends

- Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.

- Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

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

- Ensure Critical Performance Metrics are met consistently

- Lead client/vendor reviews/calibrations

- Revert to client/vendor queries on routine issues

- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

- Manage multiple teams

- Perform audits and quality checks on Team Leads & Floor Supports

- Provide feedback to the Team Leads & Floor Supports periodically on their performance

- Ensure cross skilling and periodic process re-verification to ensure resource pool

- Perform Training Need Identification for teams

- Perform Bottom Quartile Management

- Ensure directives from senior leadership are percolated and acted upon

- Hold periodic meetings, discuss task delegation and review issues

- Conduct team huddles and meetings to discuss operational updates

- Build team spirit through group sessions, activities, and projects

- Focus on retention of staff through career mapping & guiding team members

- Advocate and follow organizational policies and procedures

- Adhere to the information security requirements

- Ensure all client deliverables met within timelines

- Ensure productivity/quality enhancement and process meet all metrics

- Remediation of any major incident

- Manage client MBR/QBR deck, client calls and reviews

Minimum Qualifications: Overall experience of 16+ years and should be a graduate or post graduate in any specialisation

Preferred Qualifications: Graduation/PG in Computer Science, Computer Applications or related subjects