Director/General Manager - BFSI - International BPO

- 10+ years of experience in Customer Experience Management and Shared Services for international markets

- (US Preferred) into Cards industries.

- 10+ years of BPO (Contact Center, Outsourcing) experience with domain expertise in Cards and Banking domain.

- Experience managing projects of 500+ FTE.

Responsibilities:

- Manage multiples projects and accounts within Banking and Cards domain

- Have managed more than 500 FTEs across different geographies

- Implement company-wide management-approved strategies

- Align with stakeholders to make decisions for operational activities and set strategic goals

- Plan and monitor the day-to-day running of the business to ensure smooth progress

- Supervise staff from different departments and provide constructive feedback

- Rregularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements

- Oversee customer support processes and organize them to enhance customer satisfaction

- Review financial information and adjust operational budgets to promote profitability

- Revise and formulate policies and promote their implementation

- Evaluate overall performance by gathering, analyzing, and interpreting data and metrics

- Terform follow-ups with corporate clients and create a close relationship with high-level decision-makers to create new business opportunities

- Ensure the processes of continuous improvement, proposing outside-the-box solutions

- Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.

- Reviews, analyzes and evaluates business procedures.

- Implements policies and procedures that will improve day-to-day operations.

- Ensures work environments are adequate and safe.

- Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by
departmental and company leadership.

- Plans directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales in each division to achieve financial objectives.