Deputy General Manager - Operations (International Bpo)

Grandeur Recruitment Consultants
  • Mumbai
  • 15-25 lakh
  • 10-20 years
  • 27 Jan 2015

  • Senior Management-Operation, Operations

  • BPO/ ITES/ Call Centers
Job Description

To manage a team size of 250-500 people, enable achievement of revenue goals within adequate costs and manage client relationships.

Process / Client related tasks:

* Ensures achievement of Budgeted targets on Revenue.
* Provides advance forecasting of staff and business requirements and meets them consistently.
* Ensures Staff Cost is well below budgeted levels.
* Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client
* Reviews and analyzes performance reports against targets on a weekly/monthly basis with Managers and with client to investigate causes for performance deviations, and reward good performances.
* Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
* Develops strategic plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
* Attends monthly huddle with managers to be updated on all floor issues /concerns and drive goals
* Studies trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
* Monitors compliance adherence.
* Understands client's processes and suggest modes of value addition
* Participates in client / internal review calls and handles escalations
* Follows timely procedures of conducting internal and external Governance on communication.

* Provides support to sales and business development team in providing process understanding.
* Understand and signs off SOWs with clients.
* Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement


Operations management, exposure to strategy development and deployment, project management.

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