BPO Head

1 week ago


Bengaluru, Karnataka, India simplior Full time

We are seeking a skilled BPO Operations Head

  • Mandatory Domain Experience: Travel, Hospitality, Banking, Insurance

Roles/Responsibilities:

  • A seasoned professional with over 16 years in the Outsourcing sector
  • Extensive industry experience and relationships covering various verticals such as Travel, Hospitality, Source-to-Pay, Record-to-Report, Order-to-Cash, SIEM, and IT Help Desk Services
  • Experience in managing business in the US, UK, and Middle East
  • Ability to enhance processes and service delivery strategies from leadership, workforce management, quality, recruitment, and HR perspectives
  • Extensive experience in the Travel and Hospitality domain
  • Delivery of end-to-end solution design, implementation, automation, business intelligence, and technology solutions

Key Responsibilities:

  • Management of a team of over 80 associates across different verticals
  • Strong background in quality processes to ensure high CSAT and ESAT
  • Target-oriented with a proven track record of meeting targets
  • Management of Business Transformation Services unit with full P&L responsibility
  • Handling multiple customers and teams across geographies and industries
  • Driving business results through process reengineering and best practices
  • Focus on business transformation, automation, BI, and technology implementation
  • Development of comprehensive strategies in collaboration with finance, quality, sourcing, training, and operations
  • Regular audits for compliance and improvement
  • Managing customer relationships and expanding the business
  • Establishment of quality and performance management systems
  • Experience in setting up BPO processes from scratch

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