Back Office Manager

Locations: NagpurExperience: 14-20 YearsRole: Senior Manager – Back Office OperationMust-Have:- Experience in Client-facing projects in a consulting and/or technology professional services organization - 15+ or more of management experience and 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 improvementsResponsibility: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 - Excellent analytical and problem-solving skills - Experience in managing/supporting transitions of complex projects - Self-motivated Leader with a keen eye for detail and ability to deal with ambiguity and complex operations

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