Senior Manager, Operations

Location: Bengaluru

THE ROLE:

We are looking for a dynamic people leader, who will be responsible to manage the India market operations for a banking client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

ESSENTIAL JOB ELEMENTS

- P&L:
Manage P&L of the business operations, including the development and execution of the overall business strategy.
- Operations:
Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
- Team management:
Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure.
- Strategy:
Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans
- Business Growth:
Support business growth by collaborating with Sales & marketing across geographies.
- Best practices:
Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

- Innovation: Lead innovation & value add efforts between Client and Concentrix.
- Domain Capability:
Strengthen domain capabilities.
- Compliance:
Ensure compliance with all client regulatory requirements
- Client Satisfaction:
Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

PROFILE & EXPERIENCE

- 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running large scale operations.
- Experience in retail / consumer banking operations is a mandate.
- Exposure in Inbound and voice is mandate.
- Strong client-facing experience, with excellent communication, negotiation and conflict management skills.
- Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.