Operations Manager
3 weeks ago
Summary role description:
Hiring for an Operations Manager - BFSI for a leading digital outsourcing company.
Company description:
Our client is a leading US Headquartered digital outsourcing company that provides next-generation customer experience and tech-enabled services to the world’s most innovative brands, helping them build, and grow their businesses. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with some of the most innovative and disruptive brands to support their clients in their long-term goal and vision. They have been recently certified as Great Place to Work and also the Best Company for Diversity having more than half their workforce as women.
Role details:
Title / Designation : Operations Manager Reporting Manager: Senior Operations Manager Location: Indore, Mohali Work Mode: Work from OfficeRole & responsibilities:
Developing and implementing strategies to optimize processes, improve efficiency, and achieve business objectives. Overseeing teams to ensure they meet performance targets, adhere to company policies, and deliver high-quality service. Tracking key performance indicators (KPIs), analysing performance data, identifying areas for improvement, and implementing corrective actions as necessary. Serving as the primary point of contact for clients, understanding their needs, addressing concerns, and ensuring client satisfaction. Establishing quality standards, implementing quality control measures, conducting regular audits and assessments, and providing feedback and coaching to improve performance. Identifying opportunities for process improvement, implementing best practices, and driving continuous improvement initiatives to enhance operational efficiency and effectiveness.Candidate requirements:
Minimum of 7 years of experience in International BPO, with a span of control of minimum of 80+ FTEs. Operational knowledge in areas such as people management, delivery, SLA, quality, revenue, billing, attrition, shrinkage, and experience in different LOBs (Banking, Fintech, Customer Service, Content moderation). Comfortable with 24x7 shifts.Selection process:
Discussion with Senior Operations Manager Discussion with BU HR Discussion
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