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Keywords / Skills : BPO SENIOR OPERATIONS MANAGER, Operation Head, Business Process Management , service delivery, customer service

0 - 0 years
Posted: 2019-09-30

Customer Service/Call Centre/BPO
Operations Manager
Posted On
30th Sep 2019
Job Ref code
Job Description
Job Description The role is a hybrid of both Project Management and Operations leadership and the successful candidate will be expected to analyze the problems, devise solutions, prepare plans and drive/execute the transformation of client operations. The position will have the responsibility in managing and transforming how processes are currently being performed for several S&P; clients. Working together with the Operations team, the candidate will be required to develop a deep understanding of the end to end client processes and products and be able to identify areas where improvements can be made. With the array of different Accenture tools at hand, knowledge of leading best practices and leveraging off the extensive Accenture network, the candidate will have the autonomy to drive, transform and grow client’s operations teams. Responsibilities: Track service performance and direct action to identify root causes of issues and put in place remedial actions. Continuously search for service improvement opportunities. Responsible for sign off on all process and scope changes, new business. Responsibility for process improvement management, including providing inputs for financial proposals and reviews; accountable for budget adherence. Responsible for championing of process enhancements to deal team, and to senior management, functional and business leaders. Lead projects in operational excellence
Job Qualifications Skills and Qualifications:

Strong experience of engaging with senior stakeholders and managing international delivery teams
Extensive knowledge of Business Process Management
Strong experience in service delivery, customer service, process excellence and automation
Strong knowledge of support processes such as WFM, quality, training and transition
Strong financial management skills
Strong People manager, ability hire, retain and develop talent

About Company

Siegen HR Solutions Inc
About Recruiter
Aya Montebon
Managing Partner
Siegen HR Solutions Inc
Skills I hire for BPO
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