Senior Operations Manager - BFSI/Healthcare Domain - BPO

Summary role description:

Hiring for Senior Operations Manager (BFSI/Healthcare) for global leading BPO Service and digital solution provider

Company description:

Our client is a leading US Headquartered digital outsourcing company that provides next-generation customer experience and tech-enabled services to the world's most innovative brands, helping them build, and grow their businesses. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with some of the most innovative and disruptive brands to support their clients in their long-term goal and vision. They have been recently certified as Great Place to Work and also the Best Company for Diversity having more than half their workforce as women.

Role details:

- Title / Designation: Senior Operations Manager

- Reporting manager- Director

- Location: Gurugram

- Work type: In office

Role & responsibilities:

- Oversee and direct the activities of several campaigns along with all Operations Managers, Team Leaders and Staff assigned to his campaigns

- Responsible for the regular and often daily interactions with all the company departments/ campaign team leaders and the whole management team

- Maintain an open line of communication between staff and senior management.

- Ability to run the aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training, provision of excellent clientele service, problem resolution

- Guide Operations Managers in a meeting of all team & individual goals

- Develop individual & team goals and implement a plan to carry out objectives.

- Ensure compliance with all established policies and procedures and assist the Operations Director in crafting operations procedures

Candidate requirements:

- Minimum 10+ years' experience in international BPO Operations and Management, with a proven track record of handling large teams and delivering results

- Must have experience in handling at least 300 FTEs

- Rich exposure on BFSI/Healthcare domain

- Strong computer skills, especially in using MS Office applications and Google applications.

- Excellent verbal and written communication skills.

- Comfortable with 24-7 shift

Selection process:

- Discussion with Director of TA

- Discussion with country head

- Discussion with VP/Director

- HR discussions