General Manager - Operations (BPO)

Job Description

Operational Management:

• 10+ Years of cross sites mid to large scale operational experience
• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).

Team Leadership and Development:

• Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

Strategic Planning and Execution:

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with executive management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.

Compliance and Risk Management:

• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.

Reporting and Analytics:

• Prepare and present regular reports on operational performance, client satisfaction, and financial status
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.

Grade 12

• Utility domain knowledge required
• Good with MS office
• Client management
• Delivery of Service levels
• Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
• Strong leadership, communication and interpersonal skills.
• Excellent problem solving and decision-making abilities.
• Attention to detail.
• Ability work work with stakeholders at a senior level