Back Office Manager

Locations: Nagpur

Experience: 14-20 Years

Role:

Must-Have:

• Experience in Client-facing projects in a consulting and/or technology professional services organization
• 15+ or more of management experience and currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites
• Project Management experience
• Experience in the use of technical/statistical tools to drive process improvements

Responsibility:

Experience in managing large programs of 250+ FTEs

• Own and manage various offshore Customer Journeys & new Transitions
• As part of the team, the individual will manage end to end journey for offshore team
• The Lead will own the day to day operations for this team and closely work with the Onshore Journey lead and offshore Head
• Strong and proven track record in delivering large sized transformation programs
• Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span
• Will also be responsible for driving improvement customer experience and transformation across the journeys
• Impeccable operational acumen and ability to problem solve and resolve conflict
• Experience in Client Relationship Management – engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them
• Experience of Driving Digital Transformation across a portfolio of accounts
• Ensure resources, capabilities and capacity to meet Customer requirements
• Initiate process, productivity and service improvements to improve Customer Satisfaction
• Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment
• Excellent analytical and problem-solving skills
• Experience in managing/supporting transitions of complex projects
• Self-motivated Leader with a keen eye for detail and ability to deal with ambiguity and complex operations