Senior Group Manager - Customer Service Operations - Shipping & Logistics Process - BPS Industry

Sr. Group Manager- Shipping & Logistics Operations

Job Description - Diversity Role (Only Female Candidates Apply)

- Client interaction - Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores and basis interaction with the client help Company gain further business and help ramp up.

- Process management - Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key client

- Team Management and People Development - Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/ feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

- To ensure and oversee farming as well as hunting deliverables for the sustainable and profitable growth of businesses within the verticals as per the assigned targets prescribed the CXO office.

- Ensuring retention of profitability of business and accounts in terms of revenue and margins & strive towards positive growth of the same.

- Driving and sustaining a culture of ensuring client objectives are positively influenced with the requisite interventions within the dimension of re-engineering, transformation, capability etc.

- To ensure strategy, structure, staffing, skills, style and processes are synergistic with the vertical's objectives / super ordinate goal.

Competencies/ Skill set:

- Adept with new technologies in BPS industry

- Excellent analytical and conceptual skills

- Good Communication Skills

- Proven team leadership and people management skills (ability to handle large teams)

- Proven client management skills

- Deep understanding of business processes and off-shore business environment

- Ability to handle high pressure situations and multi-task

- Domain understanding of ISB

- Flexible to work in shifts

- Willing to travel

- Co-ordination and program management skills required to interface with various stakeholder

Qualifications : Graduate/Post Graduate