Senior Manager, Operations

THE ROLE: We are looking for a dynamic people leader, who will be responsible to manage the India market operations for a banking client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

ESSENTIAL JOB ELEMENTS

• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
• Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
• Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure.
• Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans
• Business Growth: Support business growth by collaborating with Sales & marketing across geographies.
• Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
• Innovation: Lead innovation & value add efforts between Client and Concentrix.
• Domain Capability: Strengthen domain capabilities.
• Compliance: Ensure compliance with all client regulatory requirements
• Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.

PROFILE & EXPERIENCE

• 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running large scale operations.
• Experience in retail / consumer banking operations is a mandate.
• Exposure in Inbound and voice is mandate.
• Strong client-facing experience, with excellent communication, negotiation and conflict management skills.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.