Key Responsibilities
* Provide timely and meaningful reporting to senior management.
* Plan and implement strategies to ensure account profitability.
* Handle client interactions and manage escalations (calls or in-person).
* Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
* Monitor daily productivity against defined service level standards.
* Perform audit checks on client-defined compliance requirements.
* Coach and monitor Team Leads and AMs in day-to-day operations and people management.
* Develop continuous learning processes for the team.
* Supervise and support team members to ensure delivery meets or exceeds client quality standards.
* Represent the organization during client visits and reviews.
* Lead process re-engineering projects to optimize workflows and reduce cycle times.
* Develop and maintain process documentation, SOPs, and compliance standards.
* Partner with stakeholders to implement digital tools and automation for operational efficiency.
* Monitor KPIs and prepare dashboards to track improvement outcomes.
* Conduct training sessions on process excellence methodologies for team members.
Required/ Preferred Skills & Competencies
* Strong knowledge of BPS operations and service delivery models.
* Provide timely and meaningful reporting to senior management.
* Plan and implement strategies to ensure account profitability.
* Handle client interactions and manage escalations (calls or in-person).
* Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
* Monitor daily productivity against defined service level standards.
* Perform audit checks on client-defined compliance requirements.
* Coach and monitor Team Leads and AMs in day-to-day operations and people management.
* Develop continuous learning processes for the team.
* Supervise and support team members to ensure delivery meets or exceeds client quality standards.
* Represent the organization during client visits and reviews.
* 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 timelines.
Qualifications
* Bachelor’s degree in Business, Engineering, or related field.
* 3–5 years of experience in process improvement within BPS or shared services.
* Preferred Certification in Lean Six Sigma or equivalent preferred.