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BPO - Senior Manager, Operations
Code: BPO-SM-Ops |
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| Job Description: |
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| The Senior Manager will provide business development support in marketing BPO solutions to existing and new clients. He/she will generate significant impact through the strategic and tactical direction of the BPO firm. He/she will be working in a very dynamic environment that provides a broad range of opportunities for growth. The Senior Manager will directly report to the BPO Director. |
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| Job Responsibilities: |
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Manage the delivery of BPO consulting assignments for large corporate clients, interacting successfully with senior and divisional management across the enterprise |
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Realize and advance new business opportunities by assisting in the identification of issues and the development of solutions |
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Map the client effectively at the most senior levels and pull together the resources required by the business to be able to bid for oppurtunities effectively |
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Plan and deliver policies and process documentation, including operational risk, plus production of user, operations and training manuals |
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Deliver BPO training requirements, including 3rd party systems/product documentation and training, that impacts BPO |
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Manage operational services within BPO and maintain operational documentation |
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Operational planning for all expansion initiatives (i.e. new products, new markets) |
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Strategic planning of performance improvement initiatives and pro-actively contribute to the development of thought leadership in the global BPO space |
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Continually investigate and introduce process improvement measures and present suggestions to BPO Director for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in Business Management/Administration or any business-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 5 years of management and business development experience with a minimum of 3 years in successfully managing a medium to large-scale BPO firm |
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Expert level knowledge of BPO techniques, policies and procedures |
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Possess strong planning, forecasting, problem-solving, and analytical skills |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations |
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Proven ability to plan, organize and process designs |
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Possess strong organizational, leadership and interpersonal management skills |
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Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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