Company Background
Our client is a NASDAQ listed Tier 1 IT / ITeS company in the world. The company is one of the pioneers of outsourcing industry. The company is one of the most respected organizations in India. The BPO part of organization is more than 15,000 people globally and growing at a fast pace.
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Job Description
The Business Manager / Client Operations Head will be responsible for a specific set of processes in Banking and Capital Markets segment.
The Business Manager / Client Operations Head, being the owner of specific set of processes, is primarily responsible for smooth and profitable execution of the work that has been outsourced to the company. The role is to a large extent accountable for running operations but is also expected to contribute to strategy and planning part of delivering operational excellence.
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Responsibilities
- Business Manager / Client Operations Head is responsible for not only delivery but also growing the account on the same lines of
business and for transformation
- The incumbent acts as an interface between the client and the organization other than being
responsible for heading the operations part of Client Servicing.
- A substantial weight age of the Business Manager’s performance measure lies in strategizing
for managing and developing workforce to execute client’s job effectively.
- The role holder is expected to proactively seek support from horizontals for any delivery issues,
but is the final owner of the delivery.
- S/he must work towards maximizing capacity utilization through identification of multishift
potential.
- The incumbent will have to render support on & resolve delayed / outstanding billing issues.
- S/he will be the escalation point for client related issues and would be expected to resolve client queries, thereby becoming a facilitator of interaction between the client and the operations
- The role holder is also responsible for constant and effective client interfacing.
- He/she executes a crucial role, in terms of ensuring that all targets are appropriately met.
- The incumbent must devote time to co-ordinate IOTs to the client’s site
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Reporting Relationships
Reports to the Domain Head managing all processes in BCM segment
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Key Skills
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Essential Experience in operations role in Banking & Capital Markets
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Qualifications
MBA - General Management
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Preferred Experience
- Experience in client facing / operations role
- Ability to manage relations with CXOs
- Ability to manage team
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