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1900001733 Requisition #
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Role dimensions of a General Manager - Operations Management:

  • Lead the BU for service delivery perspective and meet goals for all the processes in the site deliver as per client contract as well as operating plan 
  • Improve, Transform and sustain service to deliver on our two key objective i.e. NPS improvement and cost reduction
  • Client relations and focus on increasing CSAT score for all the accounts
  • Implemented operations methodology and self-assessment framework
  • To plan, schedule and manage the defined business services, delivering to agreed timescales, budget, acceptance criteria, quality criteria and contractual commitments 
  • To ensure that the service delivery is being managed in accordance with the agreed processes and procedures with regard to. Service definition
  • Service level management, including reporting, Integrate software components, programs and reusable objects residing on different platforms or organizations within Wipro. 
  • Ensure documentation, including maintenance of appropriate review documentation and audit trails Change control (with both customers and internal & external suppliers if any)
  • To deal with enquiries from customers related to the results/performance of the business service for which the manager is responsible
  • To assist customers to develop business processes and procedures in support of new products and services, or in response to systems changes
  • To participate in projects, provide support to working parties and advice on developments in the relevant service lines managed
  • To keep abreast of client developments which may have an impact on the business services provided
  • Create appropriate servicing and retention strategies for customers
  • Ensure systems development integration with strategy
  • Liaison with other support functions of the company affecting customer support

Ideal candidate should have:

  • People Handling Skills –should have led a business team with responsibility for their performance
  • Excellent communication skills along with strong client and team management capabilities 
  • Hands on experience in Service Delivery/Operations, Client Management, Transitions/Migrations more of leadership, dynamism, 15+ Years of total experience 
  • Exposure to P&L Management, Budgetary Controls for a project, Exposure to Six Sigma, ISO , SOX etc will be an advantage
  • Very strong experience in an international BPO
  • Exposure to handing multiple clients along with transition experience would be an added advantage

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