Delivery Head

4 days ago

bangalore, India Saaki Argus and Averil Consulting Full time
Role : Delivery Head - Financial Services BPO.
Candidate Requirement:
Graduate / Post Graduate with 15+ years of experience from BPM industry with exposure in handling operations with 300+ FTE’s.
Responsibilities:
Ability to manage a large team. Thorough understanding of Operations & Service Delivery concepts, with a proven track record of delivering results.
Ability to manage Account / LOB independently while maintaining a strong relationship with the clients.
Strong passion towards customer experience, orientation towards quality/defect management. Exposure to quality concepts and Lean / Sigma would be an advantage.
Strong leadership skills and ability to ensure team understands deliverables and business requirements.
Strong people management skills with ability to set / get alignment toward direction.
Attention to detail and also has ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
Analytically approaches a problem with a critical eye; uses data to make decisions and influences stakeholders with analysis.
Employee retention and engagement.
Design an effective service delivery model, align systems and resources.
Review quality systems, close loop with training teams for continuous development.
To formulate plans/ practices that enables the team to maximize their output in terms of productivity and accuracy.
To positively respond to peak work volume/ pressure situations and have a motivating influence on the team.
To track the process for workflow, tracking team performance, deployment of resources and capacity planning.
To identify and mentor/coach non-performers in the team.
Ensure alignment of best practices across teams in the Operations Stream.
Effectively manage shift operations.
Document behavior as applicable, as outlined in the Disciplinary process.
Develop job knowledge through hands-on approach.
Responsible for development of team including guiding and mentoring team members .
Will be working with US Stakeholder- in shifts
Location: Chennai / Bangalore

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