Director/Vice President - Operations/US Banking Process/Cards/Retail Operations - BPO (18-24 yrs)

Director / VP Operations (US Banking Cards & Retail Operations) - MNC BPO (Delhi / Mumbai)

Job Summary :

The position is to lead operations for India delivered Contact Center operations for US / North America Banking, Mortgage and Financial Services. The role is accountable for :

- Development and preparation of short-term and long-range plans and budgets based upon broad organization and business unit goals and objectives

- Understanding, reviewing, governing and ensuring contracted commitments (including but not limited to just SLAs/KPIs) are met sustainably and proactive actions are taken to do so

- Involvement in Sales, Solutions and Transitions to grow the business and establish differentiated Value proposition that is instrumental in growing wallet share and new client acquisition

- Growing and Managing teams of more than 3000 headcount across multiple sites in India with best-in-class retention rates, employee satisfaction and loyalty and people development practices

- Meet and exceed revenue and revenue growth targets; meet and exceed margin targets, cost management strategic and tactical, on a monthly, quarterly and annual basis

- Instrumental in establishing as preferred partner or partner of choice positioning in clients, bring strong operational and executive stakeholder engagement skills

Candidate Profile :

1. 15-18 years of Global contact center experience & handled teams in excess of 2000 FTEs across locations in India and supporting US Global Operations. Currently working as Director / VP Operations and supporting Global BFSI Operations for Retails& US Cards Process.

2. Has handled US clients especially in last roles

3. Has a predominantly Banking Contact Center exposure supporting Retail (Assets, Liabilities) or Cards (at least 7 years plus).

Candidates can call us @ 040-35596951 / 8977001402 to discuss.