Head - Service Delivery - International BPO

Head Service Delivery - International BPO

- Would head operations for few service lines of Global Business Services i.e financial services transaction processing (commercial and non-commercial) and investor servicing operations for the entire team

- Participate in conference calls with onshore operations managers as required

- Brings about a sense of urgency on the floor to get the job done

- Management of day to day operations and ensure targets are met as per given SLAs

a) Working within SOP

b) Achieving TAT & Quality as per SLA

c) Design and create quality, volume, and productivity reports for Management

- Bring industry best practices & Quality initiatives & create a quality culture

- Management of Relationships with Clients, & Internal Stakeholders.

- Responsible for following :

a) Number of Escalations

b) Client feedback

c) Prompt qualitative response to query from Client

d) Manage Dash board of activities in time & take corrective action based on it

- Audit of Operations - Internal / External and third party

- Team Management - Would be responsible for managing the team & ensuring delivery. Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Provide training and demonstrate leadership skills, Attrition Management.

- Optimizing Staff cost & Operational costs

- Maintenance of target revenue from client as budgeted for the year.

- Ensure bills to clients are raised in time & realization of timely payments