DGM/GM - Operations - BPO

DGM/GM role in Operations: She should have experience in Operations Management, SLA Management, Strategic Planning, Project Management, Vendor Management, Customer & Client Engagement, Performance Management, etc. Experienced in Analytics & Strategic Planning. Must have experience in handling a team of atleast 400+ FTEs.

Job Responsibilities :

1. Complete responsibility of operations of the business vertical.

2. Manage end to end operational delivery, owner of process governance and compliance.

3. Planning and implementing business and operations strategies; improving systems and processes; managing staff.

4. Designing policies, overseeing customer service and implementing technology solutions.

5. Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

6. Maintaining and improving operations by monitoring team performance; identifying and resolving problems; preparing and completing action plans; completing various audits and analyses

7. Recruiting and Training team under operations.

8. Identify processes for improvement and set up new procedures and employees training to streamline process.

9. Organize Business reviews with clients to understand the business performance/trends and deploy improvements within processes.

10. Delivery management of operational metrics such as TAT, Quality, process improvement etc. and implementation of process controls to minimize risk.

11. Responsible for working with various support teams for smooth functioning of Operations