Senior Manager - Operations - BPO

- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations

- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles

- Identify the areas where value can be added in operations and identify areas of improvement

- Lead projects of improvement and track measures/processes to improve quality and productivity

- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources

- Ensure team complies with all quality standards and performance measures.

- Weekly reporting to the Management for reviewing team and client's performance metrics

- Actively promote, implement and comply with Departmental policies, procedures, practices and principles.

- Responsible for outward facing facilitation (educational bodies, professional associations).

- Ensure that appropriate (internal/external) customer service standards are achieved and maintained.

- Define customer satisfaction parameters and track customer satisfaction

- Play a key role in the Automation Projects to bring down the Cost per check.