Senior Group Manager - Operations - BPM Firm

Sr. Group Manager Operations - Diversity Role (Female Candidate)

About Company: NYSE Listed, A leading Business Process Management (BPM) company.

Job Description:

- Actively participate in transition and put systems and audit requirements in place from start-up stage and ensure adherence/Compliance in case of stable operations

- Contribute productively in client/customer reviews/meetings

- Drive SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken

- Initiate best practice sharing across the team. Performs autonomously, initiates and manages complex, departmental and/or cross- company work.

- Successfully handles most non-routine issues on a timely manner

- Drive culture of data based decision making

- Develop team and improve customer focus

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQC's)

- Follow appraisal and feedback mechanism

- Drive and mentor Continuous Improvement projects (Lean and Six sigma based)

- Drive VOC/VOE across the team and maintain/improve the scores

- Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.

- Good analytical ability, good in communication, good with client management, Good in driving Operational KPI's and SLAs.

Additional information:

Knowledge:

- Excellent Communication Skills

- Microsoft Office skills high

Capability:

- Team Working

- Ability to work in different shifts

- Decision Making

- Drive Initiatives

- Stickler for timelines

- Worked in relevant Industry, BPO / Insurance preferred

- Knowledge of Six sigma desired

- Excellent communication skills, should be able to communicate with external customers and senior leadership

- Should have an analytical bent of mind

- Should be able to handle a team of 25 -30 resources to start with (the numbers will grow in future)

- Should be a good mentor

- Knack for detailing, drilling down , root cause analysis

- Process improvement skills based on the root cause analysis