Job Opportunity
Enhance operational efficiency and improve service delivery by driving continuous improvement initiatives across our operations.
* Collaborate with cross-functional teams to identify process gaps and implement best practices in BPS service delivery.
Key Responsibilities:
* Provide timely reporting to senior management on performance metrics and key objectives.
* Develop and implement strategies to ensure account profitability and drive business growth.
* Manage client interactions, escalate issues as needed, and foster strong relationships.
* Conduct regular reviews with team members and other departments to ensure Service Level Agreement (SLA) adherence.
* Monitor daily productivity against defined service level standards and optimize workflows.
* Perform audit checks on compliance requirements for clients.
* Coach and monitor team leads and account managers in day-to-day operations and people management.
* Develop ongoing learning processes for the team to enhance knowledge and skills.
* Supervise and support team members to deliver services that meet or exceed client quality standards.
* Represent the organization during client visits and reviews, promoting a positive image.
* Lead process re-engineering projects to streamline workflows and reduce cycle times.
* Develop and maintain process documentation, SOPs, and compliance standards to ensure consistency.
* Partner with stakeholders to implement digital tools and automation for operational efficiency.
* Track and analyze Key Performance Indicators (KPIs), preparing dashboards to visualize improvement outcomes.
* Deliver training sessions on process excellence methodologies for team members to enhance their skills.
Required Skills & Competencies
* Strong understanding of BPS operations and service delivery models.
* Proficiency in process mapping tools and data analysis (Excel, Power BI).
* Excellent communication and stakeholder management skills.
* Ability to manage multiple projects and deliver within set timelines.