AVP/Senior Manager - BPO Operations

Role : AVP / Sr.Manager - International BPO Operations ( Voice Process)

Location : Mumbai / Navi Mumbai

Role :

The primary responsibility for the position is to manage about 200 to 400+ people, will have extensive interaction with clients from Americas Region / other client facing teams and will be responsible for building the credibility of the team and self. Candidate must work on building and maintaining a high performance team maintains very high aspirations in terms of quality, productivity and accuracy.

Roles and Responsibility :

- Responsible for the end-to-end operations delivery for the verification and Crim team

- Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations

- Be part of SLA discussion and ensure adherence to SLAs and improve operational performance

- Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc

- Provide coaching and feedback to team members to enable them to improve their performance

- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

- Drive reward and recognition activity on the floor

- Client management

- Ensure compliance with internal policies and procedures, external regulations and information security standards

- Liaise with sales and solution design team to grow the account in similar lines of business

- Create a workforce requirement plan for the engagement when the team is growing and future business is expected

- Hold appraisal for the Process leaders and Team leaders in the Hierarchy.

Education Qualifications & Work Experience :

- PG / MBA / Graduate with min 13+ Years of overall experience out of which minimum 4 years of team handling experience.

- Prior Experience of Managing Voice Processes

- Client Interaction Experience

- Must have experience in working with a background screening company handling US geography

- Knowledge of basic State and FCRA (Fair Credit Reporting Act) rules and its application to Criminal background check process will be an added advantage

- Must have acute problem solving skills, consensus building and influencing skills and a strong analytical capability.

- Excellent organizational skills, attention to detail and flexibility as well as the ability to work effectively with global cross-functional teams in a fast-paced environment.

- Excellent process management skills including process design and improvement (basic awareness of lean, continuous improvement concepts)

- Must possess excellent written and verbal English communication skills.

- Must be a team player and also should be target oriented & Leadership Skills & Team Management