Job Types: Full-time, Permanent

Schedule: 8 hour shift – Day shift

• Oversees the daily workflow of the operations team.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.
• Establishes, implements, and communicates the strategic direction of the organization’s operations division.
• Collaborates with internal departments and stake holders to develop and meet operational goals while supplying expertise and guidance on operations projects and systems.
• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
• Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.

• Overall work experience of 10+ years with at least 3 year experience upper management role specializing in Banking/Financial
• Services/ Customer Service or similar in a BPO setting.
• Experience in multiple verticals including BFSI, Travel, Tech support and any additional verticals would be an added advantage.
• Excellent verbal and written communication skills.
• Strong supervisory and leadership skills.
• Extensive knowledge of the principles, procedures, and best practices in the industry.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office or related software.
• Ability to analyze data, ask the relevant questions and be able to present details/data to customers and internal stake holders in a mature manner
• Experience managing a team size of around 2000FTE