Vice President - Operations

  • Bangalore
  • 15-20 lakh
  • 12-15 years
  • Views
  • 14 Feb 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

o manage c8 Assistant Vice Presidents across multiple sub units within Consumer Operations - managing c700 billable FTE and supervisory support staff across voice & non voice business clusters with multiple stakeholders. Including complete oversight of Digital & Non Digital Operations. End to end ownership and management of a total annualized cost base of c7mn GBP

Contact centre operations deals into:

- Essential Banking

- Digital Servicing

- Internet Helpdesk

- Multi Currency Servicing

- Lost and Stolen Cards servicing

Proactively engage/agree plans and outputs with leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints)

Establish and maintain strong and effective working relationship with key stakeholders across businesses served

Work with the functional owners to ensure cohesion between individual and departmental goals

Represent the Business unit during senior stakeholder visits for the Business Unit

Frequently need to present to senior stakeholders on business ideas and challenges and needs to display ample influencing and reasoning skills to arrive at logical agreements

Strong influencing and negotiation skills also required to agree on targets, challenge unreasonable demands and set expectations in an amicable and collaborative manner

Own oversight of suppliers as and when required including driving performance improvement initiatives and SLA delivery, Continuous improvement, review of supplier controls

Person Specification

- Post graduate degree in management

- Experience of working in a customer facing management, sales through service environment

- Experience of working in a Financial Services or Service centres Preferred

- Demonstrated ability to drive superior customer experience and proven record to lift NPS transformationally

Competencies/Skill sets for this job

Performance Improvement Service Delivery End To End Sla Delivery

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