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Head Operations
3 months ago
Overview:
IGT Solutions is seeking a General Manager Operations (BPO) to oversee and manage the company’s CX operations business in Banking / Cards domain. The ideal candidate will bring a wealth of experience in banking/cards operations, a strategic mindset, and a strong track record of achieving operational excellence and will be responsible for ensuring the overall efficiency, profitability, and growth of the organization, while developing and implementing effective operational strategies and processes.
Responsibilities:
- You will be responsible for overseeing and managing the overall operations of our banking/cards process.- Develop and implement operational strategies and processes that align with the organization’s goals and objectives for BPO operations, ensuring that they are efficient, effective, and meet client needs. Drive Continuous improvements and innovations to enhance quality, CSAT- Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits- Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business- End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients- Position IGT Solutions as a major player in the customer services.- Monitor and evaluate key performance indicators, with a strong emphasis on P&L and EBITDA, making necessary adjustments to improve efficiency and profitability.- Oversee the daily operations of the company, ensuring that all departments are working effectively and efficiently.- Develop and maintain effective relationships with clients, suppliers, and stakeholders to ensure the smooth flow of operations.- Monitor and evaluate key performance indicators, making necessary adjustments to improve efficiency and profitability.- Identify and mitigate risks that may negatively impact the organization’s operations.- Manage and lead teams, providing direction, guidance, and support to ensure they achieve their targets.- Collaborate with other members of the executive team to develop and implement overall company strategies.- Ensure compliance with all regulatory requirements and standards.- Identify opportunities for growth and expansion and develop plans to capitalize on them.
Requirements:
- Bachelor’s degree in business, operations management, or a related field; a master’s degree is preferred.- Overall 15+ years of experience with 10+ years of senior leadership experience in operations within the banking/cards industry.- In-depth knowledge of (banking/cards) operations, regulations, and industry best practices- Demonstrated ability to develop and implement effective operational strategies and processes.- Strong leadership and management skills, with the ability to lead and inspire teams.- Excellent communication, interpersonal, and negotiation skills.- Strong analytical and problem-solving skills.- Ability to work under pressure, handle multiple tasks, and meet deadlines.
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
