Performance/Operations Manager - BPO

Job Opportunity with a UK based MNC (Non BPO/ITES) into Utility/Energy Sector

Key skill sets required: Incumbent must be in managing operations/performance for the team responsible for Meter to Cash (product handling,billing, payment) & Customer Operations process.

Business Unit: Customer Operations

Purpose:

- The Meter to Cash Fulfilment Team are responsible for the customer experience delivered by our 3rd party providers (BPO's) and for driving operational performance across the metering, billing and payment operation; contributing to the delivery of the core objectives and goals for Meter to Cash & Customer Operations

Responsibilities:

- Work in partnership with Meter to Cash Operations team and 3rd party partners (BPO's) to agree and deliver performance targets & to develop a robust service excellence culture across 3rd Parties, including the effective and timely investigation and resolution of customer queries and complaints

- Seek out opportunities to drive and implement continuous improvements in performance and compliance

- Establish frameworks and governance that enables to evaluate and review 3rd party performance against key performance metrics

- Ensure the team understand and adhere to the company and department standards, policies and procedures

Note: Individuals handling international customers/clients (UK) and having experience into Meter to Cash Fulfillment & Customer Servicing process would be preferred.