Job Summary
Basic Function
- Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
- Ensure all migrations are managed seamlessly
- Map peer levels across client organization and establish peer level relationships within the client organization
- Establishing operational performance goals
- Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
- Put control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
- Formulation and execution of capacity and staffing plans based on medium term business forecast
- Negotiating and finalizing SLA’s with the Client - contract negotiation
- Implementing revenue and cost plans
- Establishing a review/ reporting mechanism with the Client
- Developing and approving incentive plans
- Identify and champion black belt improvement projects
- Review the progress of attrition action plans and check effectiveness
- Provide leadership to team of Managers, Asst. Managers and Executives
- Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
- Client satisfaction (15%)
- Revenue and costs (40%)
- Process Improvement (10%)
- Employee satisfaction (10%)
- Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
- Inbound call center experience is essential.
- Some level of experience in Back-office transaction processing preferred
- L&A Insurance, preferably US.
Work Experience Requirements
- Minimum 8 years’ work experience; preferably from BPO background preferably insurance
Should have managed Teams for at least 3 years