Leveraging natural leadership with uncompromising commitment to performance in managing independent business (P&L), People and Customers with strong focus on productivity, operations, compliance management and revenue
Industry Preference: BPO/ITES/Call Center/KPO/LPO
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Experience
A competent professional with 18.5 years of experience in Operations Management across functions like Pricing & Commercial across BPO/ITES industries
Exposure of liaising with higher authorities to bring their focus on the renewal business performance of all the channels coming under them
Skilled in assessing risks, preventing future suspicious transactions from occurring, and communicating with internal & external members to resolve disputes involving potentially fraudulent claims
Successfully managed several complex transitions and migrations; migrated complex business to offshore location
Business / Operational Excellence: Facilitating solving of business problems using proven methodologies/ innovative solutions that improve competitiveness, productivity, revenues and customer and employee engagement
Skilled in developing procedures, service standards and operational policies & implementing effective control measures to improve quality, accuracy and reduce running costs for the clients
Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores
Process & System Management: Working out to fit the organization’s needs for pragmatic process improvement & developing / deploying supporting structures, integrating processes and training programs
Skilled in defining service delivery standards, ensuring adherence to delivery model while ensuring Service Level Agreement (SLA) adherence
Compliance: Ensuring that procedures related to compliance were strictly followed and identifying lapses with others while performing the said functions, ensuring rectification of the same at the earliest
A result-oriented individual with strong analytical, presentation, communication, interpersonal and organizational skills