Senior Manager - International Process - BPO

Job Location : Pune

Experience : 10 to 15 Years

Roles :

- Maintains and improves operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs. Stakeholder Management and Reporting.

- Meets department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing deviations and initiating corrective actions.

- Handling 3-5 direct reports with indirect spans of 400+ or more advisors, Team Leaders and being responsible for improving customer experience, increase productivity and maintain service levels - Internal and External KPI's

- Driving continuous improvement culture within the department

- Drive business strategies to improve the competitive position of the company by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Identifying and evaluating productivity, quality, and customer-service standards and contributing to organizational strategicplans and reviews. Experienced professional in Operations, responsible for leading & motivating multiple teams/ sub processes, with accountability on all Business Service Delivery parameters. Involved in short term business planning & staffing. Hires, manages, and develops high performing teams.

- Identifies individual strengths of team members and actively fosters career advancement. People/ Team management and working towards delivering the required targets. Experience in International operations - Voice /Webchat

Responsibility :

- Responsible for and owner of customer experience quality and service delivery

- Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles.

- Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.

- Mentors others in developing Leadership behaviours. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement.

- Actively seeksto understand core business values and initiatives, and translates those into everyday CS practices

- Works with the Senior Manager to determine strategy to achieve overall business goals

- Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.

- Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.

- Continually measures andevaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods

- Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience

- This position requires a candidate who has the ability to dive deepto include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.

- Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world

- Develops and drives strategies and programs which improve the competitive position of the Company.

- Responsible for leading Stakeholder Management Meetings and ensuring the consistency and integrity of Reporting