Chief Operation Excellence
4 weeks ago
A leading provider of BPM and Domestic BPO services in India with a work force of 6500+ delivery center in Noida -India.
The Director of Operational Excellence is responsible for the strategic planning and direction of all aspects of operations and projects within the organization by improving business processes and culture.
Roles & Responsibilities:
- Responsible for the management of procurement, compliance, reporting, systems integration, data management and analytics
- Works collaboratively with senior leadership to document annual objectives and report on progress
- Works with the client and management team to document Key Performance Indicators and design dashboards to track compliance
- Ensures proper procurement processes are regularly followed
- Responsible for the implementation and management of WFM, Quality & Training
- Overall responsibility to identify opportunities for improvements, optimize workflows, and enhance operations.
- Strong demonstrated leadership, supervisory and interpersonal skills to lead and work collaboratively and effectively with various departments, crossfunctional teams, clients, executives and staff at all levels; experience facilitating integration and collaboration.
- Demonstrated critical thinking and problemsolving skills to manage complex information, assess problems, and develop effective solutions
- Excellent customer service skills to understand and articulate diverse clients' needs and objectives; manage expectations and deliver as promised and on time
- Organizational and time management skills
- Directs ongoing process improvement as it relates to all lines of service
- Strong data and analytic skills; ability to translate data into actionable intelligence
- Maintains a high standard of presentation, personal integrity, and customer support
- Capable of translating strategic intent into immediate successful delivery.
Experience :
a. Experience in service delivery Pan India.
b. 20+ years of experience in domestic/international BPO operations.
c. Should have handled multiple clients across Travel ,FMCG ,Banking, BFSI, E-commerce.
d. Specialist in Delivery of Customer Service, Accusation, Sales and collections Business.
e. Should have managed span between ,000 people.
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