Senior Operations Manager

Tata Consultancy Services; Nagpur District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Tata Consultancy Services, Nagpur, seeks a Senior Operations Manager-BPO6 to lead large offshore programs in the insurance domain, driving process improvements, client relationships and transformation initiatives.

The role requires 14+ years of experience, strong PM, leadership in an MNC BPO, and ability to manage 250+ FTEs across multiple sites, delivering value and customer satisfaction.

Qualifications

• Senior management experience at a leadership level.
• Insurance domain experience in Life and Pensions.
• Leadership in a multinational BPO environment.
• Proven project management capabilities.
• Experience using statistical/technical tools for process improvements.
• Experience in client-facing projects in a consulting/tech services organization.

Responsibilities

• Manage large programs of 250+ FTEs.
• Own and manage offshore customer journeys and transitions.
• Lead day-to-day operations and coordinate with onshore/offshore leads.
• Deliver large-scale transformation programs.
• Oversee offshore operations for Back Office, digital channels, and PnL.
• Drive improvements in customer experience and transformation across journeys.
• Demonstrate strong operational acumen and conflict resolution.
• Engage with onshore leads and client stakeholders to align requirements.
• Drive digital transformation across a portfolio of accounts.
• Ensure resources and capacity meet customer requirements.
• Initiate process/service improvements to boost customer satisfaction.
• Show breadth/depth of delivery management in an international setting.
• Experience in managing/supporting transitions of complex projects.

Skills

Senior management

Insurance domain

Leadership in BPO

Project Management

Statistical tools

Client-facing experience

Job description

Role: Senior Operations Manager-BPO6

Experience: 14+ Years

Location: Nagpur

Only the candidates who are residing or willing to reside in Nagpur must apply

Must Have:

Working as Senior Operations Manager or prior experience as a senior manager

Insurance domain experience**- MANDATORY

Life and Pensions

Currently in a leadership role working in an MNC BPO driving people & organizational initiatives across different sites

Project Management experience

Experience in the use of technical/statistical tools to drive process improvements.

Experience in Client-facing projects in a consulting and/or technology professional services organization.

Responsibilities:

Experience in managing large programs of 250+ FTEs

• Own and manage various offshore Customer Journeys & new Transitions
• As part of the team, the individual will manage end to end journey for offshore team
• The Lead will own the day-to-day operations for this team and closely work with the Onshore Journey lead and offshore Head.
• Strong and proven track record in delivering large sized transformation programs
• Manage end to end offshore Ops delivery for Back Office, digital channels and Transformation and PnL for the span
• Will also be responsible for driving improvement customer experience and transformation across the journeys
• Impeccable operational acumen and ability to problem solve and resolve conflict
• Experience in Client Relationship Management - engaging with onshore leads, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them
• Experience of Driving Digital Transformation across a portfolio of accounts.
• Ensure resources, capabilities and capacity to meet Customer requirements.
• Initiate process, productivity and service improvements to improve Customer Satisfaction
• Demonstrates a breadth and depth of operational service delivery management expertise, in an international environment.
• Experience in managing/supporting transitions of complex projects.