General Manager - Retail & Credit Card Operations - BPO/ITeS

General Manager - Retail & Credit Card Operations

Key responsibilities:

- Experience in managing large programs of 250+ FTEs

- Own and manage various offshore Customer Journeys & new Transitions

- As part of the team, the individual will manage end to end journey for offshore team

- The Lead will own the day to day operations for this team and closely work with the Onshore Journey lead and offshore Head

- Strong and proven track record in delivering large sized transformation programs

- Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span

- Will also be responsible for driving improvement customer experience and transformation across the journeys

- Impeccable operational acumen and ability to problem solve and resolve conflict

- Experience in Client Relationship Management - engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer's ability to meet them

- Experience of Driving Digital Transformation across a portfolio of accounts

- Ensure resources, capabilities and capacity to meet Customer requirements

- Initiate process, productivity and service improvements to improve Customer Satisfaction

- Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment

- Excellent analytical and problem-solving skills

- Experience in managing/supporting transitions of complex projects

- Self-motivated Leader with a keen eye for detail and ability to deal with ambiguity and complex operations

Skills Required:

- Experience in Client-facing projects in a consulting and/or technology professional services organization

- 15+ or more of management experience and currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites

- Project Management experience

- Experience in the use of technical/statistical tools to drive process improvements

Essential Requirements: Graduate/PG

Strong written and verbal communication- English