Operations Manager

Job Description

Operations Manager - Service Delivery Location : Hyderabad Company Description Sutherland is seeking a goal-oriented and strategic-thinking person to join us as a Manager - Service Delivery. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Job Description Lead Contact Centre Operations India with the best services & as per customer satisfaction (> 100 headcount) To empower, develop and inspire our operational service team to deliver the best customer experience at a consistently high level. To identify and prioritize productivity opportunities (areas for automation) in order to reduce repetitive administrative tasks and drive ability to grow the business. To identify and prioritize ways to improve our service where interaction with our customers is a needed. Skilled at knowing how to set and track performance, encompassing key service and productivity indicators. Co-ordinate with multiple stakeholders along with support team in the best interest of the business and drive it smoothly. To identify the key requirements of the programs and ensure, it is fulfilled by addressing the same with the client and within the organization. To lead the development Process/ SOP's, identifying what is required to build a scalable and efficient process for the program. To collaborate with the product and technology team to build the specifications of what is required. Drive the financials smoothly for the program, ensuring all ratios are achieved Identify Business Development opportunities across the program, build solutions framework to address these opportunities with the client and in the organization. Qualifications Postgraduate / Graduate with 8+ yrs. experience into BPO industry, handling multiple clients and GEO's. Deep understanding of business processes and an offshore business environment. Proven client management and team handling skills Ability to handle high pressure situations and multi-task Analytical mindset - ability to understand customer requirements in a service industry and provide appropriate solution Co-ordination and Program Management skills to interface with various stakeholders Excellent communication skills Strong Domain Expertise in (particular) industry (Optional)