General Manager - Bpo

· Deliver to contractual service levels and business metrics
· Lead the operational cadence with operations teams. Drive daily, weekly and monthly reviews to ensure adherence to service levels and metrics
· Drive a culture of customer satisfaction and proactiveness with the organization
· Provide leadership to the operations team by creating operational vision, mission and goals
· Align customer objectives and create operational goals to ensure a high level of customer service
· Drive transformation in the business and delivery to transformation targets as assigned
· Build and manage excellent business relationships with internal/external customer groups, peers and senior management
· Focus on quality service delivery enhance the client satisfaction score and manage profitable growth
· Evaluate process changes feasibility and work closely with the client to implement changes
· Driving Quality initiatives including Kaizen, Lean, Six Sigma etc.
· Create new revenue opportunities within the program
· Drive new transitions for the portfolio – drive and own transition of service from client or another service provider

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