IGT Solutions - General Manager - Credit Card Operations - BPO

Position : GM - Operations

Location : Gurgaon

Employment type : Permanent

Job type : Full time

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Job Responsibility :

- You will be responsible for overseeing and managing the overall operations of our banking/cards process.

- Develop and implement operational strategies and processes that align with the organization's goals and objectives for BPO operations, ensuring that they are efficient, effective, and meet client needs. Drive Continuous improvements and innovations to enhance quality, CSAT

- Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits

- Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business

- End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients

- Position IGT Solutions as a major player in the customer services.

- Monitor and evaluate key performance indicators, with a strong emphasis on P&L and EBITDA, making necessary adjustments to improve efficiency and profitability.

- Oversee the daily operations of the company, ensuring that all departments are working effectively and efficiently.

- Develop and maintain effective relationships with clients, suppliers, and stakeholders to ensure the smooth flow of operations.

- Monitor and evaluate key performance indicators, making necessary adjustments to improve efficiency and profitability.

- Identify and mitigate risks that may negatively impact the organization's operations.

- Manage and lead teams, providing direction, guidance, and support to ensure they achieve their targets.

- Collaborate with other members of the executive team to develop and implement overall company strategies.

- Ensure compliance with all regulatory requirements and standards.

- Identify opportunities for growth and expansion and develop plans to capitalize on them.

Requirements :

- Bachelor's degree in business, operations management, or a related field; a master's degree is preferred.

- Overall 15+ years of experience with 10+ years of senior leadership experience in operations within the banking/cards industry.

- In-depth knowledge of [banking/cards] operations, regulations, and industry best practices

- Demonstrated ability to develop and implement effective operational strategies and processes.

- Strong leadership and management skills, with the ability to lead and inspire teams.

- Excellent communication, interpersonal, and negotiation skills.

- Strong analytical and problem-solving skills.

- Ability to work under pressure, handle multiple tasks, and meet deadlines.

Personal Style Enablers:

- Ability to motivate and inspire teams and be a natural leader

- Innovative and able to foresee market trends and conditions

- Excellent people manager, open to direction and a collaborative work style and commitment to get the job done

- Persuasive with details and facts

- Confident, flexible with the ability to work in a fast paced and changing environment

- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

- Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development

- Build and sustain relationships with key people in the Customer Environment, Extrovert with a blend of sales mind set.