Operations Manager
Tata Consultancy Services
Preferred Experience: 14+ Years
Location: Pune / Mumbai Kolkata
Key responsibilities:
- 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
- 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
- Graduate
- Strong written and verbal communication- English
Location Kolkata Job Function BUSINESS PROCESS SERVICES Role Manager Job Id 420471 Desired Skills Insurance Desired Candidate Profile Qualifications : BACHELOR OF BUSINESS MANAGEMENT