Job Title:
Operations Manager I
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
- Work on Customer experience, CVA, People Management, Attrition and Hygiene
- Client engagement & Client Value add projects
- Cost reduction through efficiency
- Manage a delivery group of Team leaders & executives supporting a client / group of clients in Voice/Non-Voice operations
- Being the Compliance and Integrity role model for the team
- Being a strong advocate and brand ambassador of CNX & its policies
- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
- Establish & Manage Relationships / Engagement with the Clients
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial goals
- Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Key skills and knowledge:
- Strong Banking Domain knowledge and expertise in Insurance and Retail Banking.
- Strong Interpersonal Skills and the ability to interact effectively with stakeholders.
- Flexible, adaptable, and demonstrate teamwork skills.
- Flexible working in a 24/7 shift environment
- Result orientation, Process Oriented, Ability to handle stress and ability to motivate the team
- Strong analytical and reasoning skills
- Ability to learn quickly
- Ability to prioritize, meet deadlines, deliver stretch assignments
- Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
- Strong organizational skills, able to multitask effectively
- Working knowledge of budgeting, cost estimating, capacity utilization
- Knowledge of Organizational structure, workflow, and operating procedures
- Leadership, Analytical, people management and Presentation skills
- Previous Automotive experience - highly desirable
- Should be an expert in managing delivery
- Demonstrated ability to coach and develop action plans, which maximize performance, provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
Mandatory :
- Minimum 3 years of International Banking Experience, preferably UK geo
- Overall, 10 years of relevant contact center experience
Educational Qualification:
- Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
Location:
IND Bengaluru - 10th Floor
Dr Puneeth Rajkumar Rd, Manayata Tech Park, Hebbal
Language Requirements:
Time Type:
Full time
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