Senior Manager

Job Summary

Senior Operations Manager

Key Responsibilities

• Manage the P & L of the Account to ensure smooth delivery, process improvements & profit maximization.
• Coordinate with all support departments.
• Drive process improvement and relieve bottlenecks to ensure efficient delivery.
• Ensure that new users understand the processes and timelines.
• Ensure SLA targets are achieved.
• Ensure C-SAT targets are achieved.
• Manage and oversee the deployed activities of the project.
• Manage relationships with key stakeholders.
• Ensure quality and controls are in place and adhered to across all aspects of the activities deployed.
• Drive continuous improvements through Six Sigma, Automation and other enhancement systems.
• Ensure attrition is managed within Organizational targets.
• Responsibility and accountability for oversight and management of all deployed activities the team.
• Assist in identifying and resolving data inconsistencies.
• Act as subject matter expert.
• Ensuring policies and procedures, documentation and controls are up-to-date and are being applied correctly.

Requirements

Education: Minimum educational qualification is GRADUATION with 10+ years overall experience in BPO / 3rd party environment, with 6+ years in leadership role (Currently Operations Manager/Sr. Manager).

• Willing to work in Shifts.
• Exposure to Six Sigma and continual improvements.
• Experience of handling third party clients.
• Experience in Credit card banking is an added advantage.
• Production of consolidated monthly/quarterly management reports as required by Business and Corporate.
• Ability to manage and delegate multiple activities with continuously changing priorities/deadlines and policies.
• Strong communication skills, with the ability to liaise with staff and other departments at all levels.