Operations Manager

Job description

Job Role

Senior Operation Manager – Back Office Operations Preferred Experience: 14+ Years Location: Pune / Mumbai Kolkata Key responsibilities: Experience in managing large programs of 250+ FTEs

• Own and manage various offshore Customer Journeys & new Transitions As part of the team, the individual will manage end to end journey for offshore team The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head
• Strong and proven track record in delivering large sized transformation programs
• Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span Will also be responsible for driving improvement customer experience and transformation across the journeys Impeccable operational acumen and ability to problem solve and resolve conflict Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them Experience of Driving Digital Transformation across a portfolio of accounts
• Ensure resources, capabilities and capacity to meet Customer requirements Initiate process, productivity and service improvements to improve

Customer Satisfaction

• Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment
• Excellent analytical and problem-solving skills Experience in managing/supporting transitions of complex projects Self-motivated Leader with a keen eye for detail and ability to deal with ambiguity and complex operations Skills Required: Experience in Client-facing projects in a consulting and/or technology professional services organization 15+ or more of management experience and currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites Project Management experience Experience in the use of technical/statistical tools to drive process improvements

Essential Requirements

Graduate Strong written and verbal communication- English

Qualifications

BACHELOR OF BUSINESS MANAGEMENT