Senior Operations Manager

Job description

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.