Sr. Manager / Associate Director - L&A Operations

Hiring for a leading BPO client in Hyderabad and Bengaluru!

Role Summary :

• Overall accountable to all internal and external stakeholders for specific engagement under him / her
• Managing claim personnel to include hiring, training, performance assessment, planning, and delegation of workload, coaching, and motivating to improve the quality and quantity of work performed.
• Ensure a deep understanding of the practice and portfolio objectives and drive the strategy for the portfolio assigned. Provide regular portfolio status updates and track KPI's / Metrics related to all project tasks assigned.
• Drive transformation projects from operations, digital asset implementation, standard methodologies' framework, case studies, and benchmarking for making processes more efficient and effective
• Effectively engage with customers to understand and address customer pain points
• Provide direction and mentorship to the operations team for the delivery of goals, promote a learning culture, and build a solid team
• Align to customer goals and deliver on commitments consistently
• Foresee risks, be proactive, and predictive while developing mitigation plans
• Build impactful customer relationships; improve Net Promoter Score, maintain existing book of business, and drive revenue growth.

Mandatory Capabilities / Skills / Years of Experience

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