General Manager - Operations
General Manager - Operations
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Job Description
Overall Experience: 15 Years of experienceFunctional Experience: At least 10 Years in the service industry managing operations of contact center (chat processes) and large teams (spans of 300/500 . The incumbent could also have an experience in relevant industry and customer experience strong client management experienceShould have handled P&L ResponsibilitiesWork From Office Only and Willing to work in the US shifts Key Accountabilities: Ensuring 100 customer satisfaction Index through direct reports and other KPIs Overall Service Delivery Managing P&L Maintaining Quality levels Managing performance of team and driving them Client Management Drive all transformation and process improvement projects Job Responsibilities Hiring Retain and development of best talent in the industry Ensure implementation and continuous improvement of quality systems/procedures Strategize and implement Continuous Improvement in the existing clients business Processes. Maintaining customer satisfaction Index Should have the ability to view ones own functional area in the wider context of the Client and the company Is able to set targets and develop courses of action to achieve the target for self and team members Deliver Revenue and Margin goals YoY Ensure Succession planning across levels and build redundancy and resilience in the system in the interest of the client and the company. Liaise and work closely with other support function to achieve organizational goals Uphold Company Vision and Values Ensuring all support functions are working towards meeting the process goal. Personal Attributes: Excellent Communication & presentation Skills (Written & Verbal) Excellent Leadership & employee Management & DecisionMaking skills Strong Customer Focus & Good knowledge of the product and the process SelfStarter with high energy level and ability to handle diverse work pressure and stress
Qualifications :
Education / Qualification: Graduate / PostGraduate in Management
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
