BPO Head
1 week ago
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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