DGM Operations - Banking - Mortgage

Lakshya Recruitment Solutions Private Limited
  • Bangalore
  • Confidential
  • 11-17 years
  • 389 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:

Lead/ Manage all aspects of Operations with emphasis on continuous improvement in operating
results and strengthening underlying processes
Delivery of all customer metrics
Ensuring continuous improvement in service delivery through process improvement initiatives
Develop and sustain strong relationship with clients
Implement robust processes to ensure high employee satisfaction & engagement and there by
contain attrition
Continuously drive and improve efficiency metrics like seat/manpower utilizations
Continuously drive and customer and employee metrics
Do a proper base-lining of performance
Ensure integrity of data and reports and adherence to service level agreements

STRATEGIC INPUTS / SKILLS REQUIRED

Should have operational rigor
Should have client front ending & management capability
Should be analytical and have a strong numbers orientation
Should have leadership qualities and ability to manage large teams & manage processes (200 +)
Stability should not have changed jobs frequently
Good understanding of quality in a customer service context
Strategic and tactical thinking skills
Should have ability to communicate at all levels of organization & a team player


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