Senior Manager - Operations - KPO/BPO/BFSI/Retail

Principle Accountabilities :

- To know the purpose of existence of the team and to be able to deliver to the client on time, to the right quality and keep every promise that is made. To be able to honor the commitments made to internal stakeholders at all times.

Operational Excellence :

- Building value by creating process efficiencies through upstream & downstream impact in business

- Deliver quality by building a knowledge organization and encouraging, leading and guiding teams to build depth and breadth of technical expertise

- Alignment with Operating company's operating model to create logical business operations that deliver excellent customer services

Stakeholders / operating companies :

- Deliver value in every sphere of interaction with the stakeholders. The incumbent will be responsible for driving effective client relationship by influencing decision makers on business and operational escalations (including repeat issues). Will be required to provide stakeholders with a value add experience by partnering on operational decisions. Initiate and influence expectation setting discussion with operating companies.

Strategic Thinking :

- To contribute to plan and lead implementation of annual operating plans for the relevant business units

Risk Management & Compliance :

- Enforces a regular risk review to create significant R&C profiling (risk register) and resilience in operations. Eg. Review cross skilling plans to mitigate operational risks related to key person dependence.

- Manage SLAs through effective exception management (SLA / SOP exception)

- Seeking opportunities for development of high potential managers and constantly working to increase the work split position between India and operating company

- Seeking opportunities for development of high potential managers and constantly working to increase the work split position between India and operating company

Essential :

- Analytical ability and Decision making

- Communication, Influencing and Negotiation skills

- Leadership and People management - Change management/Planning and Organizing/Resource Management

Call on 022-61318430