DGM Operations - Banking

Lakshya Recruitment Solutions Private Limited
  • Bangalore
  • Confidential
  • 11-17 years
  • 340 Views
  • 06 Aug 2015
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  • Operations

  • BPO/ ITES/ Call Centers, Financial Services/ Capital Markets, Banking - Retail
Job Description

This is an opening with one of the Topmost ITES organization.

YEARS OF EXPERIENCE : 11+ years experience in contact center / outsourcing space

KEY RESPONSIBILITIES:

Managing delivery of large Banking account
Delivery Metrics and contractual SLA management
Day to day Client management
Managing a span of 400 FTE
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Lead all client and internal calls for the process, single point of contact
Manage and improve profitability of the account

STRATEGIC INPUTS / SKILLS REQUIRED

Strong financial management acumen. Understanding of P&L
Strong collections & voice experience
Understanding of UK demographics & Banking industry
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS
Fundamentally a strong people manager. Should be able to guide a team to success
High IQ and EQ


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