Deputy General Manager

Position

Location:

Industry: Business Process Outsourcing (BPO)

Key Responsibilities

• Lead and manage the Center of Excellence (COE) vertical responsible for employee documentation, onboarding (including eKYC), and staffing operations for employees joining Quess payrolls.

• Understand and manage the extensive staffing operations of Quess Corp, including the demography of a large workforce of over 600,000 employees across India, ensuring compliance and operational efficiency.

• Oversee inbound and outbound BPO operations processes, ensuring smooth workflows and data accuracy throughout employee documentation and onboarding.

• Utilize digital onboarding tools including Quess’s Paperless Onboarding Platform (POP), Excel, and other new technologies to enhance operational efficiency.

• Develop and implement process improvements, new techniques, and technology adoption initiatives.

• Lead, mentor, and manage a team with a focus on fostering inclusion, accountability, and high performance.

• Collaborate with HR, IT, and compliance teams to ensure seamless integration of staffing and onboarding processes.

• Prepare timely reports on COE and staffing operations, track KPIs, and ensure service level agreements (SLAs) are met.

• Adapt workflows and team strategies aligning with diverse workforce demographics and business needs, promoting a culture supportive of workforce participation and leadership.

Required Qualifications & Skills

• Bachelor’s degree in Business Administration, Operations, HR, or a related field; MBA preferred.

• Extensive experience in BPO operations, staffing, workforce management, and employee onboarding, preferably within large BPO centers.

• Deep understanding of staffing operations, workforce demographics, inbound and outbound call center operations, and process automation tools.

• Proficiency in Excel and digital platforms used for onboarding and workforce management.

• Strong leadership skills with experience managing diverse and large teams, preferably with a focus on promoting in leadership.

• Excellent communication, problem-solving, and stakeholder management abilities. Core Competencies

• Staffing operations and workforce demography management • Inbound and outbound BPO operations expertise

• Digital onboarding and eKYC process management

• Advanced data handling and Excel proficiency

• Change management and leadership, with emphasis on diversity and inclusion

• Process standardization, quality control, and compliance adherence