Senior Manager

Role Name: Senior Manager – Back Office Operations

Business Unit: BPS – Insurance

Preferred Experience Range: 14+ years (Band 6 ) On Paper’s needed

Domain Expertise: Life and Pension (any insurance would do )

Location: Nagpur

Shift: Comfortable 24*7 shift .

Grade: BPO 6

Salary: up to 20 LPA

SKILLS REQUIRED:

• 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

ESSENTIAL REQUIREMENTS:

• Graduate

• Strong written and verbal communication- English

KEY 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

**Graduation is compulsory**

**TCS/Tata does not accept rehires**

**PAN and DOB is required in creating Employee Profile**