Electrical Technician Onshore

We are looking for a BPO Operations Head.

Job Description:

Mandatory Domain Experience: Travel, Hospitality, Banking, Insurance.

Roles / Responsibilities

We seek a seasoned professional with more than 16 years in the Outsourcing Business. Industry experience and relationships should span across the verticals of Travel and Hospitality, source to pay, record to report, order to cash, security information event management (SIEM), and IT help desk services.

The candidate should have experience covering business in the US, UK, and Middle East.

Key responsibilities include:

1. Improving processes and service delivery strategies from a leadership, workforce management, quality, recruitment, and HR perspective.
2. Managing a team size of more than 80 associates across different verticals.
3. Ensuring a strong quality process background to achieve high CSAT and ESAT with cost-efficient measures.
4. Being target-oriented with a proven track record in meeting targets.
5. Managing the entire Business Transformation Services unit with full responsibility for P&L, focusing on revenue generation and cost control.
6. Concurrently managing multiple customers and teams across geographies from varied industries, including T&H, SIEM, and back-office procurement, accounting, and IT help desk services.
7. Driving business results by identifying best practices and process reengineering opportunities.
8. Focusing on business transformation through automation, BI, and implementation of technologies/systems to provide customers with an innovative edge.
9. Developing comprehensive strategies in collaboration with finance, quality, sourcing, training, and operations.
10. Facilitating regular audits to detect compliance or contractual breaches and encouraging continuous improvement.
11. Managing customer relationships and expanding existing business, playing a key part in pre-sales/sales and acquiring new business.
12. Setting up quality and performance management systems.
13. Having experience in setting up BPO processes from the ground up.