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

Minimum of 14 years of experience within the relevant domain and skill

Experience managing complex service delivery, multi-group, multi-disciplinary projects, preferably in the L&A Domain, with extensive exposure to managing large teams

Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget.

If this aligns with your career goals, kindly share your updated resume at