Senior Operations Manager

Role:
Senior Operations Manager-BPO6

Experience:

14+ Years

Location:

Nagpur
Only the candidates who are residing or willing to reside in Nagpur must apply

Must Have:
Working as Senior Operations Manager or prior experience as a senior manager
Insurance domain experience**- MANDATORY
Life and Pensions
Currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites
Project Management experience
Experience in the use of technical/statistical tools to drive process improvements.
Experience in Client-facing projects in a consulting and/or technology professional services organization.

Responsibilities:

Experience in managing large programs of 250+ FTEs
Own and manage various offshore Customer Journeys & new Transitions
As part of the team, the individual will manage end to end journey for offshore team
The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head.
Strong and proven track record in delivering large sized transformation programs
Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span
Will also be responsible for driving improvement customer experience and transformation across the journeys
Impeccable operational acumen and ability to problem solve and resolve conflict
Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them

Experience of Driving Digital Transformation across a portfolio of accounts.
Ensure resources, capabilities and capacity to meet Customer requirements.
Initiate process, productivity and service improvements to improve Customer Satisfaction
Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment.
Experience in managing/supporting transitions of complex projects.