Job Title: Process Manager

No of Post : 05 posts Openings

Name and Address of Company :
IKYA Global Services
SV Towers 80 feet road, 6th block Koramangala
BANGALORE, Karnataka, India 560001
Telephone: 91-80-40731000

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Experience :  6 – 11 Years
Location: Mumbai
Education: UG – Any Graduate – Any Specialization PG – Any PG Course – Any Specialization,Post Graduation Not Required
Industry Type: BPO/ITES
Role: Operations Mgr
Functional Area: ITES/BPO/KPO, Customer Service, Ops

Job Description :
As a Process Manager – he will be responsible for managing 2-3 teams (of more than 60 People in the teams) and ensure that end-to-end SLAs are met
Responsible for teams performance and ensure any changes are managed well.
Ensure there are no errors tasks and reduce overtime to the extent possible by scope.
Ensuring that timeliness & quality KPI are met booking on booking.
Drive for continuous efficiency improvements for the team.
Ensure SOPs are followed by and IOPs are set for the team. Constantly keep self updated and informed about changes in process and any exceptions.
Monitor, review and provide feedback to outsourcing areas.
Select, hire, coach and develop direct reports and to the extent possible participate in selection of the export customer service staff.
Hold all direct reports accountable for team KPI’s and key objectives.
Be responsible for competence development of direct reports.
Resolve cross-team and cross-functional issues with strong ownership.
Resolve end to end process conflicts with other counter parts.
Get personally involved in service recovery for major service failures
Develop a professional and customer focused team through role modeling, leadership and coaching.

Main Roll : Process Manager

Desired Candidate Profile :
Candidate who has worked in ITES/BPO/ KPO for atleast 4 years.
Was responsible for various processes, handling a team of atleast 50 people.
Candidate should have Change Management, KPIs, Resource and People management.
Sound knowledge on Process.

Company Profile :
A Captive BPO/ KPO of an MNC based in Mumbai.

How to apply for above Job :
Executive Name : Hina/ Karishma
Email Id : karishma@ikyaglobal.com
Reference Id : Process/MGSC/Mumbai
To apply for the this job, please send your CV to the above email id with the reference id or position applied for, in the subject line.

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