Job Opportunity
We are seeking a skilled professional to drive continuous improvement initiatives across BPS operations, focusing on enhancing efficiency, reducing costs, and improving service quality.
Collaboration with cross-functional teams is essential to identify process gaps and implement best practices.
* Key Responsibilities:
* Timely reporting to senior management.
* Developing strategies for account profitability.
* Handling client interactions and managing escalations.
* Conducting regular reviews with team members to ensure SLA adherence.
* Monitoring daily productivity against defined service level standards.
* Audit checks on client-defined compliance requirements.
* Candidate Selection and Development:
* Fostering growth opportunities for Team Leads and AMs in day-to-day operations and people management.
* Implementing continuous learning processes for the team.
* Supervising and supporting team members to ensure delivery meets or exceeds client quality standards.
* Representing the organization during client visits and reviews.
* Leading process re-engineering projects to optimize workflows and reduce cycle times.
* Maintaining process documentation, SOPs, and compliance standards.
* Partnering with stakeholders to implement digital tools and automation for operational efficiency.
* Tracking KPIs and preparing dashboards to monitor improvement outcomes.
* Providing training sessions on process excellence methodologies for team members.
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Required Skills & Competencies
* Broad knowledge of BPS operations and service delivery models.
* Proficiency in process mapping tools and data analysis (Excel, Power BI).
* Excellent communication and stakeholder management skills.
* Able to manage multiple projects and deliver within timelines.